- Compliance with the Law
- Prohibited Uses of Services and Products
- Email Usage and Limits
- Customer Support
- Resource and Bandwidth Usage
- Termination and Cancellation
- Domain Names
- Indemnification of Provider/Relationship of Parties
- Refusal of Service
This document (“The Agreement”) sets forth the principles, guidelines and requirements of the Terms of Service of KiteLife.com (“The Company”) governing users of the Company’s of services and products (“The Customer”). These Terms of Service have been created to promote the integrity, security, reliability and privacy of Company’s facilities, network, and Customer data contained within. Company shall be the sole and final arbiter to any interpretation of the following terms. The Company retains the right to modify these Terms of Service at any time, without notification, and any such modification shall be automatically effective to all customers when adopted by the Company, and published here.
By utilizing the Company’s services and products, the Customer agrees to be bound by the terms herein outlined. Orders who have not indicated they have read and agree these terms of service will be denied hosting services by the Company. This verification is submitted at time of order, and the order cannot proceed until these terms have been agreed to. By utilizing our web hosting service, you agree and are bound to the following Terms until you have formally canceled your service agreement with GlowHost. For cancellations, please see the section below titled “Termination and Cancellation”
2. Compliance with the Law
We support the uncensored flow of ideas and information using the Internet as an outlet for such ideas and information. We do not actively monitor or police the sites that reside on our interactive computers. We do not monitor subscriber activity unless we believe a subscriber is abusing our servers by way of hacking, spamming, phishing, or similar illegal activities. We do not exercise editorial control over any web site, newsgroup email, or other electronic transmission of data.
Customer shall not post, transmit, retransmit or store material on or through any of the Company’s interactive computers (“Servers”) which, is in violation of any local, state, federal, non-United States, or International law or regulation, The Customer agrees to indemnify and hold harmless the Company from any claims resulting from the use of the Company services, which damages the Customer, or any other party. Customer shall be responsible for determining what laws or regulations are applicable to the Customer’s use of the Company’s services.
3. Prohibited Uses of Services and Products
In addition to the other requirements of these Terms of Service, Customer may only use the Company’s services in a manner that, in the Company’s sole judgment, is consistent with the purposes of such services. If Customer is unsure of whether any contemplated use or action is permitted, please contact the Company before potentially violating your Terms of Service Agreement. By way of example, and not limitation, uses described below of the Company’s services are expressly prohibited.
3.1. Unacceptable content includes MUDs, IRC Bots, Botnets, DoS and DDoS programs, Virus, Trojan Horse, Egg Drop programs or any other type of similar software used for malicious intent.
3.1.1. Proxy servers are not allowed on shared or cloud hosting accounts. They may be allowed on dedicated servers in certain circumstances with approval from the Company.
3.1.2. Usage which violates of the rights of any person or entity protected by copyright, trade secret, patent or other intellectual property or similar laws or regulations.
3.1.3. Actions that restrict or inhibit ANY person or entity, whether a customer of Company or otherwise, in its use or enjoyment of any of the Company’s services or products, or third-party services or products.
3.2. System and Network
3.2.1. Introduction of malicious programs into the Company’s network or server (e.g. viruses and worms).
3.2.2. Security breaches or disruptions of Internet communication. Security breaches include, but are not limited to, accessing data of which Customer is not an intended recipient or logging into a server or account that Customer is not expressly authorized to access. For purposes of this Section 3.2.2, “disruption” includes, but is not limited to, port scans, pings floods, packet spoofing and forged routing information.
3.2.3. Executing any form of network monitoring which will intercept data not solely intended for the Customer.
3.2.4. Circumventing user authentication or security of any host, network or account.
3.2.5. Interfering with or denying service to any user other than Customer’s host (for example, denial of service attack).
3.2.6. Using any program, script, command, or sending messages of any kind, designed to interfere with, or to disable, a user’s terminal, SSH, FTP, or any other session, via any means, locally or via the Internet.
3.2.7. Any attempt to circumvent or alter monitoring, bandwidth tracking or utilization reporting, or other actions which have the effect of complicating the normal operational procedures of the Company, including but not limited to altering, removing or in any way modifying or tampering with automatically generated log files.
3.2.8. Any action which the Company determines, in its own judgment, will reflect poorly on the Company or negatively impact its operations.
4.1. Furnishing false or incorrect data on the hosting order form, contract or online application, including fraudulent use of credit card numbers or checking accounts will result in immediate termination and legal action will be initiated by the Company to recover any losses incurred from a user who supplies false or otherwise illegal information on the hosting application.
4.2. Attempting to circumvent or alter the processes of any billing procedures or procedures that measure time, bandwidth utilization, or other methods to document “use” of the Company’s services.
4.3. All hosting is paid in advance by the Customer to the Company. There are no payment options available to receive service, and pay at the end of the payment term.
4.3. NO REFUNDS will be given outside of the terms of any currently published Money Back Guarantee. Pre-payments are offered at a discount of the regular monthly rate, in exchange for The Customer’s waiver to right of refund.
4.4 Account upgrades incur no processing fees and can be conducted at any time by the customer.
4.5 Account downgrades on hosting accounts may incur a $10.00 service fee.
4.6 All new accounts will be enrolled in automatic recurring payments beginning on the date of signup and recurring on each anniversary date of the service selected by the Customer at signup. The customer has the ability to change this preference at any time in favor of a “one time” payment model where automated recurring billing will no longer occur. This allows the Customer to complete a manual payment by logging into our web site and manually approving each new transaction. Manual payments are not recommended as there is an increased chance of late fees being applied for overdue invoices.
4.7 The customer is responsible for making payments in a timely fashion, otherwise late fees, account suspensions and terminations will apply.
4.8 A $5.00 late fee will be applied to any account more than 7 days overdue. Accounts 7 days overdue are subject to suspension of service until any overdue account has been made current by paying any and all overdue invoices.
4.9 Accounts 7 or more days overdue will be automatically suspended. Service shall be restored after a successful payment has been received by the customer. Automated service restoration generally takes 5 minutes to complete, however this process can take up to 24 hours, and a timeframe for “automatic” unsuspension is not guaranteed. It may be necessary for the Customer to contact the billing department and request unsuspension of a suspended account.
4.10 Disputed charges to your credit card issuer, also known as chargebacks, will result in immediate account suspension, regardless of fault of credit card issuer, Customer, employee or agent of the Customer. In order to restore service from disputed charges, the Customer will need to pay the full balance of the disputed charge, as well as reactivation fees, and chargeback fees. Chargeback fees are currently $39.00 for each occurrence.
5. Email Usage And Limits
5.1. Sending Unsolicited Commercial Email messages (UCE), including the sending of “junk mail” Spam or other advertising material to individuals who did not specifically request such material, who were not previous customers of Customer, or with whom Customer does not have an existing business relationship is strictly prohibited.
5.2. Forging of mail header information for malicious, illegal or spam purposes.
5.3. Use of UCE (Spam) originating from the networks of any other Internet Service Provider, on behalf of, or to advertise, any domain hosted on the Company’s servers.
5.4. Usage of the Company’s mail servers to send communications to email addresses that were purchased by the Customer from a 3rd party email address list provider. (Purchased Email Lists)
5.5. Customer will be charged a $500.00 penalty charge for each instance of a verifiable UCE or Spam email that is reported to the Company and faces immediate account suspension and/or termination, as well as is liable for all legal fees, including court costs and reasonable attorney fees associated through file and appeal with collecting the penalty listed in this section.
5.6. Operating a site that solely hosts email services for the general public by means of giving away or charging for email addresses from your domain to the general public. Giving away free or charging for email addresses is not allowed on shared or reseller hosting packages. This ensures all shared users will have adequate email service and cuts the risk arbitrary users will not abuse the email service and prevents the Company’s mail service from being blocked by various SPAM enforcement agencies. Dedicated server owners may operate their own email hosting services if they so desire.
5.7. Additional hourly outbound email limits are set based on your hosting package. Please search our knowledge base or contact support for the currently allowed email limits based on your package type.
6.1. The Company promotes a mutually-professional relationship with its customers. Abusive, threatening, obscene or otherwise harassing communications with Company employees or officers, via telephone, email, online chat or other means will result in immediate account termination. As per the Terms outlined in this agreement, no refunds will be given for sites canceled due to violations of this section.
6.2. The Company does not officially offer technical support for third party apps like Mailman, WordPress, Joomla or any other third party systems that we provide, outside of installation support. The Company will help to get the systems installed on the Customer’s web site and working properly in the default configuration, but once the Customer has started customizing the software, the Company will not be able to assist if any breakage occurs outside of offering backup restoration services which may be a billable service depending on the Customer’s chosen package. The same is true for any apps, scripts or 3rd party software that the Customer has chosen to run on their web site or have installed on their web site on their own. Company may, at it’s sole discretion, opt to assist Customers with certain types of site breakage, but this service is not normally a free support option, and a monetary quote to repair a Customer’s web site, and agreement to the same, may be required before any repair work starts.
6.3. Remote Assistance – Sometimes referred to as “Remote Hands” or “Do it for me” support services may be offered to customers who request it. When the Customer has opted for Remote Assistance services, Customer affirms that they have requested, require, and invited the Company to remotely operate the Customer’s PC over the Internet and that the Company will have partial or fully unrestricted access to the customer’s computer and it’s contents. Customer agrees to hold harmless the Company for any damages for any reason including, without limitation, system damage, data loss, privacy, revenue, profits, or other economic advantage.
7. Resource and Bandwidth Usage
The Company provides the limits on space and transfer in good faith to our Customers so that they may create their Web sites without the fear of running over their Web traffic and space allocation. While most Customers will use the space and traffic for their legitimate web site needs, we recognize that others may try to take advantage of our offer and use the space and traffic in ways for which it is not intended. In the best interests of our Customers and in an effort to maintain the integrity of our service, the following rules will apply:
7.1. The Company does not permit shared or reseller (or reseller’s resold ) accounts where more than 25% of systems total resources for more than 90 seconds, or sites which in the Company’s view are detrimental to the enjoyment of the Company services by other users of the same server.
7.2. The Company does not permit shared or reseller (or reseller’s resold ) accounts where cronjobs run in intervals more frequent than every 15 minutes.
7.3. If an account is found utilizing in excess of 50,000 inodes for any shared or reseller (or reseller’s resold ) accounts, it will be removed from the normally scheduled backup system. No warnings will be issued that a site has been removed from the backup system. An inode is any file on the server. For example, an HTML page, an image file, an email, symlink, folder, document, et cetera.
7.4. If an account is found utilizing in excess of 250,000 inodes for any shared or reseller (or reseller’s resold ) accounts, it will be subject to suspension or an upgrade to a dedicated server may be suggested as a possibility to avoid suspension if the inode count cannot be reduced by the Customer.
7.5. Catch-All email addresses are disabled by default on our servers. You are free to use the catch-all email address however if you have it enabled, you will be expected to maintain it regularly to keep your account below the inode limits. Unmaintained catch-all email addresses are subject to automatic disablement and emails in such boxes can be permanently removed without warning. If you do not understand how to use a catch-all email address, we highly recommend keeping it disabled and use a standard email address instead.
7.6. Shared accounts come with a monthly data transfer allowance. Should your account exceed this allowance, the account will be automatically suspended by our server monitoring software. This suspension will remain in place indefinitely until one of the following conditions has been met:
1) The transfer meter automatically resets on the first day of the month at 12:00 a.m. Service will be restored automatically at this time.
8. Termination and Cancellation
For the purposes of this section of the agreement, the term “Money Back Guarantee Period” shall be defined as the period extending from the date a Customer signs up his or her first domain hosting agreement with the Company through the ninety-first(91st) day following the initial signup of the first domain enrolled in hosting services by the Company.
8.1. Cancellation Notification and Termination –
Hosting accounts: All cancellation requests must be received by the Company BEFORE the next regularly scheduled invoice has been generated. Our automated systems will not allow you to cancel service if your account has outstanding invoices and will continue to bill you until your account has been brought current and has been formally cancelled. Delinquent payments resulting in account suspensions are payable in full.
8.2. If the Customer refuses to pay their final invoice, or Late Termination fee, or any other outstanding balance, the Company will use any means possible by the Company to collect money owed to the Company by the Customer, including usage of stored Customer billing data, 3rd party collections agents, legal remediation or any other method or combination deemed necessary by the Company. The Customer hereby authorizes the Company to report any payment defaults to credit reporting agencies. Under the Fair Credit Reporting Act, Customer has the right to notify the Company if he/she/it believes the Company has reported inaccurate information about the Customer’s account to any credit reporting agency. Notice can be provided to the Company via the Company’s online support ticketing system or via certified mail to KiteLife.com, Attn: Privacy, 5116 SW Scholls Ferry Rd #B1, Portland OR 972215 USA.
8.3. Automatic Termination – Automatic Termination of delinquent accounts can, at the sole discretion of the company, occur if an account is found to be 5 days or more overdue. In most cases, the company will elect to maintain a Customer’s data for 90 days, (“The Grace Period”) During this 90 day Grace Period, the customer will accrue invoices for service, regardless if services have been suspended, at the agreed upon monthly rate, until the Customer has formally canceled services. Accounts that have let their Grace Period expire, and have not paid for their hosting services are not relinquished from owing their debt to the Company. Accounts that have let their Grace Period expire, and have not paid for their hosting services will also be assessed the Late Termination processing fee. In addition, accounts that have let their Grace Period expire may be subject to additional fees for collection services on any outstanding debts owed to the Company. We strongly urge the customer to make sure to formally cancel their accounts as described in section 8.1 to avoid unnecessary hosting, Late Termination, collections, and other legal fees though file and appeal.
The Company reserves the right to Automatically Terminate this agreement or any account immediately upon the occurrence of any of the following events:
– Non payment of any charges due from Customer.
– Breach of any term or condition of this agreement by Customer.
– Commencement of any lawsuit or proceeding against Customer arising from or relating to its use of the Web site, whether or not such suit names the Company as a party or seeks any recovery from the Company.
– Commencement of any lawsuit or proceeding against Company from Customer arising from or relating to any service or activity provided by the Company.
– Slander or libel of the Company Name.
– Foul language, abuse, threats or harassment toward any of the Company staff members, administrators or other clients.
8.5 Cancellations requested within the Money Back Guarantee Period are eligible for a 100% refund, less any setup fees, domain registration fees, software license fees or add-on-service fees which have been added by the customer or which are required for a specific service to operate. Cloud servers and Dedicated servers are non-refundable and excluded entirely from the Money Back Guarantee. Cancellations requested outside the Money Back Guarantee Period are not eligible for a refund in part or in full.
8.6. Formal Cancellation Policy – Cancellation requests will only be considered a Formal Cancellation when it has been made via trouble ticket using our helpdesk through the Customer’s account or via email, and must originate from the contact email address of the account holder listed in the Company’s customer database. Any other attempt to cancel service, via telephone, email, fax, or any other means WILL NOT BE ACCEPTED and the customer will be instructed on how to cancel using the automated systems. Failure of the customer to complete submission of the automated cancellation form will result in services renewing as originally contracted until the automated cancellation form has been submitted.
8.7. Customer will not receive a refund for any other reason, including but not limited to: Late Termination, slow connection caused by Customer’s ISP/network, Customer’s ignorance, InterNIC delays, account termination for violation of policies outlined in this document as a whole.
8.8. By submitting the order form on the Company web site, the Customer agrees to authorize all recurring charges to the account and any other balances incurred due to overages of limits, additions of extras to the account, service charges and/or any other fees, and to be bound to all the terms of this Agreement.
8.9. Customer may, at the sole discretion of the Company, be charged a reactivation fee for each site terminated or suspended due to a billing or other Terms of Service violation or related issue.
8.10. Company reserves the right to change fees, features, and discount offerings without notice, and the Customer agrees to be bound by any changes of fee, feature, and/or discounts; any changes in price will take effect upon renewal of the existing hosting account. If the customer does not agree to the new fees, features, and discount offerings, the Customer can elect to choose another hosting provider at any time. without penalty, provided the Customer has followed the Formal Cancellation policy as outlined above.
8.11. Customer shall be responsible for all costs incurred by the Company, including but not limited to reasonable attorney’s fees though file and appeal, court costs, and collections fees for accounts that the Company has deemed to be in default of the terms of this agreement.
9. Domain Names
Free Domains, and Domains purchased in advance for Customers will be bound by the items listed below.
9.1 If customer has received a free domain name as part of their hosting agreement, or if the customer has paid for a domain name from the Company, and a payment reversal has occurred due to due to chargeback, returned check, stop payment, or ANY other reason, the Domain will be immediately recovered and ownership of the domain, regardless of trademark, will be surrendered to the Company and the company will become the exclusive owner of this domain name. The Company reserves the right to use this domain as a negotiation tool to obtain rightful payment. The company may elect to keep this domain name indefinitely, sell it to the trademark holder, or to any 3rd party to recover any fees owed, or the company may resell this domain for any profit that can be obtained.
9.2 Recovery of surrendered Domain names – If a Domain has been captured by the Company for non-performance of this service agreement, full payment of the late or advance hosting charges must be paid to the Company along with a minimum $100 release/transfer of ownership fee. This fee may be higher based on appraisal of a third party service selected by the Company.
9.3 The Company will not recover a Domain if a customer has decided to move to another host and canceled their hosting in accordance with the cancellation policy, and has met their minimum payment requirement listed on the Company’s web site in order to receive the free Domain name. The company will never recover a Domain name that has been paid for as a separate product from the hosting service. and will never recover a domain name that was registered for free so long as the customer account is in good standing during the term of service with the company, and provided all outstanding debts have been paid to the company prior to cancellation.
9.4 If a customer has received a free domain name as part of their hosting contract, but elects to exercise their money back guarantee, the customer will receive a refund for all funds less setup fee (where applicable) and the domain registration fee of $14.95. Domain name registrations are not refundable by the registry to the Company, therefore the Domain name registration fee cannot be refunded to the Customer.
9.5 Any domain that has entered redemption status may be recovered at the Customer’s option. To recover a domain in this status, a service fee of $30 will be added by the Company to any recovery fees set forth by the domain’s registrar, plus the standard domain renewal fee. If the domain is a free domain included with a hosting plan but has lapsed into redemption status, due to failure to pay the hosting invoice, or any other reason, the service fee of $30 plus the registrar’s own recovery fee will still apply.
10. Indemnification of Provider/Relationship of Parties
10.1. Customer agrees to indemnify and hold the Company harmless from any lawsuit, claim, charge, or expense, including reasonable attorney fees and costs of defense through file and appeal, for any matter arising from or relating to Customer’s web site provided hereunder.
10.2. Nothing contained herein shall be deemed to create a relationship between the Company and Customer in the nature of a partnership, joint venture, editor/publisher or otherwise. Both parties acknowledge and agree that the Company has no interaction with the data or substance of Customer’s Web site, except as necessary to maintain the web site’s online presence.
10.3 Customer agrees to hold the Company and it’s affiliates, partners, and subcontractors harmless for any damage, data loss or expense including Customer’s web site(s), email, customer databases, or other content residing on the Company’s servers, or any outside loss or expense incurred due any reason, including but not limited to server malfunction, power failure, connectivity problems, account termination, weather conditions, natural disaster, gross negligence, intentional misconduct or act of God.
10.4 The company provides a free backup service on all shared hosting accounts and at the option of the Customer, a backup drive or other automated backup solution may be enabled on dedicated servers or cloud servers as a paid or free service. These backups are for the Company’s and Customer’s convenience only, which may be useful to the Customer or the Company in the instance of an event resulting in data loss, however backup services are not guaranteed nor warranted in any way including that the backups will be current or usable for Customer data recovery. While the Company will make every attempt to maintain accurate and current backups, the Company cannot and does not warrant them to be fit or up to date or to be bug-free. It is the Customer’s sole responsibility to periodically sample their backup data to check it’s integrity, and the Company recommends that the Customer also maintain current “off-site” backups of their data for redundancy. The Customer will be the sole party responsible for all data installed on the Company’s equipment.
10.5 Customers that utilize the optional PCI Services offered by the company maintain that the Company is not liable for any damages that may occur due to compromised systems, applications, or other intrusion that results in the Customer’s customer credit card data being released to the public. Customer agrees that PCI certification and or compliance is solely the responsibility of the Customer and much of becoming PCI compliant or certified is out of the direct control of the Company. Customer will hold harmless the Company from any legal actions as a result of Customer’s negligence, errors, loose security policies, and/or bad luck where the Customer’s card holder data, or the Customer’s customer card holder data was the target of an attacker. The Company makes no guarantee on ensuring the Customer’s operation is PCI compliant or certified, the Company only provides a vehicle for to which the Customer can obtain PCI certification and status. No other warrantees are expressed or implied for our PCI service.
Customer acknowledges that by reason of their relationship, both the Customer and the Company may have access to certain products, information and materials relating to the other part’s business, which may include business plans, customers, software technology, and marketing plans that are confidential and of substantial value to either party, respectively, and which value would be impaired if such information were disclosed to third parties. Consequently, both the Company and the Customer agree that it will not use in any way for its own account or for the account of any third party, nor disclose to any third party, any such information revealed to it by either party, as the case may be.
The Customer and the Company further agrees that each will take every appropriate precaution to protect the confidentiality of such information. In the event of termination of this agreement, there shall be no use or disclosure by either party of any such confidential information in its possession, and all confidential documents shall be returned to the rightful owner, or destroyed. The provisions of this section shall survive the termination of the agreement indefinitely. Upon any breach or threatened breach of this section, either party shall be entitled to injunctive relief, which relief will not be contested by the Customer or the Company.
12.1. The Company reserves the right to refuse or cancel service to anyone at any time in its sole discretion without refund.
USE OF THE COMPANY’S SERVICES AND PRODUCTS IS AT CUSTOMER’S SOLE RISK. NEITHER THE COMPANY NOR ITS EMPLOYEES, AGENTS, RESELLERS THIRD PARTY INFORMATION PROVIDERS, MERCHANTS LICENSERS OR THE LIKE, MAKE ANY WARRANTIES, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, THAT THE COMPANY’S SERVICES AND PRODUCTS WILL NOT BE INTERRUPTED OR BE ERROR FREE; NOR DO THEY MAKE ANY WARRANTY AS TO THE RESULTS THAT MIGHT BE OBTAINED FROM THE USE OF THE COMPANY’S SERVICES AND PRODUCTS OR AS TO THE ACCURACY, OR RELIABILITY OF ANY INFORMATION SERVICE OR MERCHANDISE CONTAINED OR PROVIDED THROUGH THE COMPANY’S SERVICE, UNLESS OTHERWISE EXPRESSLY STATED IN THIS AGREEMENT. THIS INCLUDES LOSS OF DATA, WHETHER RESULTING FROM DELAYS, ON DELIVERIES, WRONG DELIVERY, AND ANY AND ALL SERVICE INTERRUPTIONS CAUSED BY THE COMPANY AND ITS EMPLOYEES OR OTHER CAUSES.
THE SOLE CUMULATIVE LIABILITY OF THE COMPANY FOR ALL CLAIMS MADE BY THE CUSTOMER, OR ANY OTHER PARTY, REGARDLESS OF FORM, INCLUDING ANY CAUSE OF ACTION BASED ON CONTRACT, TORT OR STRICT LIABILITY, SHALL NOT EXCEED THE TOTAL AMOUNT OF ALL FEES AND CHARGES PAID TO THE COMPANY BY THE CUSTOMER IN THE THEN CURRENT MONTH OF SERVICE OF WHICH SUCH A CLAIM MAY ARISE.
THE COMPANY RESERVES THE RIGHT TO REVISE OR CHANGE THESE TERMS OF SERVICE AT ANY TIME WITHOUT NOTIFICATION.
THIS AGREEMENT SHALL BE GOVERNED IN ALL RESPECTS UNDER THE LAWS OF THE STATE OF OREGON, IN THE COUNTY OF WASHINGTON. APPLICABLE CONTRACTS ARE MADE ACCEPTED AND PERFORMED WHOLLY IN OREGON, IN THE COUNTY OF WASHINGTON WITHOUT APPLICATION TO PRINCIPLES OF CONFLICT OF LAWS, AND THE CUSTOMER AND THE COMPANY AGREE THAT THE VENUE AND JURISDICTION FOR ANY DISPUTES ARISING FROM THIS AGREEMENT SHALL BE SENT TO ARBITRATION IN THE STATE OF OREGON, IN THE COUNTY OF WASHINGTON. IF THE COMPANY IS FOUND IN FAVOR OF ANY JUDGEMENT, THE CUSTOMER IS RESPONSIBLE FOR ANY AND ALL LEGAL FEES THROUGH FILE AND APPEAL INCURRED BY THE COMPANY.