Legal Documents & Privacy Policy

Terms of Service Overview

The Terms of Service (TOS) are the rules and regulations that specify guidelines for using our services at Hostwek. By using our services, you agree to these terms, so please read them carefully to ensure that you understand and accept all parts.

Have Questions?

If you have any questions about this agreement, please reach out to Hostwek's sales department at sales@hostwek.com or connect with us via LiveChat before signing up for our services.

Our Commitment to Quality

Hostwek is dedicated to providing top-notch web hosting services globally. We take our responsibility to protect each client and deliver the best service seriously. The following guidelines are designed to maintain the highest quality of our services. Please review them thoroughly before using Hostwek's services.

Service Agreement

Our Service Agreement is a separate contract between Hostwek and all our customers. Ensure you agree with the points and conditions in this agreement, as well as our complete Terms of Service, before using Hostwek's services. Contact our sales department for any clarifications.

Link: Service Agreement

Resource Usage Policy

The Hostwek Resource Usage Policy is an extension of our Terms of Service, providing more specific guidelines on resource utilization. Please review and agree to these policies before using our services. For clarifications, reach out to our sales department.

Link: Resource Usage Policies

Domain Registration Agreement

All domains registered or transferred to Hostwek by a client are subject to our Domain Registration Agreement. By registering or transferring a domain, you acknowledge your acceptance of this agreement. Contact our sales department for any clarifications.

Link: Domain Registration Agreement

Content Guidelines

All services provided by Hostwek must be used for lawful purposes only. Any transmission, storage, or presentation of information, data, or material that violates any law is prohibited. This includes copyrighted material, material deemed threatening or obscene, or material protected by trade secrets or other statutes. You agree to indemnify and hold Hostwek harmless from any claims resulting from your use of our services.

Note: We prohibit pornography, sex-related merchandising, or any content promoting illegal activities on our servers. This includes sites that may imply sexual content or link to adult content elsewhere. If you're unsure about your content, please contact our sales department for guidance.

Examples of Non-Acceptable Content:

• Pirated software
• Bulk email-related products
• Pornography
• Hacking/cracking related websites
• Warez and/or copyrighted MP3s
• Material illegal under United States law
• Sites containing or linking to material considered detrimental to public health, safety, or welfare

Hostwek reserves the right to determine what constitutes a violation of these content guidelines and to deactivate and remove any site at any time for any reason.

Copyright Violations

Hostwek will respond to all reports of infringement in accordance with the Digital Millennium Copyright Act and other applicable copyright laws. Infringement notices that do not comply with these laws will not be processed. We will act in accordance with the DMCA when handling infringement reports.

System Resource Usage

If Hostwek's system administration team determines that an account is using an unacceptable amount of system resources, we may temporarily deactivate the account. In extreme cases, we may provide the customer with an eviction notice, giving them seven days to upgrade to a VPS or find a new provider. Each account will be considered individually regarding this provision.

Link: Resource Usage Policy

Backups

Hostwek performs nightly backups of Shared Hosting, WordPress Hosting, and VPS accounts for our administrative purposes only. These backups are not guaranteed, and customers are responsible for maintaining their own backups. Hostwek does not provide compensation for lost or incomplete data if backups do not function properly. Always back up your site to your personal computer. We make no guarantees about the availability of backups.

Our primary backup system relies on JetBackup, and we do not use the default cPanel backup system for generating account backups. You can generate a manual backup of your entire account at any time through JetBackup. If you request our team to manually generate a cPanel backup, a fee will be incurred. Consult our Billing department for a precise price quote before initiating such a request.

You may not use your hosting account as a backup solution. Our services are designed to host your website only and may not be used as a data repository. Hostwek reserves the right to remove backups from your hosting account with or without notice.

We may also delete files using excessive amounts of disk space, especially if affecting other customers, including but not limited to: cPanel or other backups stored locally, Softaculous backups, CMS backups, excessively sized error logs, and any other large files deemed unnecessary for core website functionality.

While our backup system supports almost any characters for filenames (UTF-8), there are special characters/symbols that are best avoided due to limitations across various filesystems and storage destinations that can cause issues with your backups.

Link: Characters to Avoid When Naming Files and Folders

There are exceptions to files and folders included in our backups due to specific limitations that can cause issues. This list is meant to help avoid errors regarding your backups.

Link: Files and Folders Not Being Backed-up by our Backup System

Unsolicited Email (SPAM)

SPAMming, or the sending of unsolicited email, from a Hostwek server or using a return email address maintained on a Hostwek server, is strictly prohibited. Using SPAM to advertise a site hosted on Hostwek's network also constitutes a violation of this provision. Hostwek will be the sole arbiter as to what constitutes a violation of this provision. Sites found to be in violation of our SPAM policies will be immediately deactivated.

For intentional spamming on our systems, we reserve the right to bill the offender at a rate of $90/hour for any cleanup, research, and related work from their illegal activities.

Support Abuse

At Hostwek, we treat our customers with respect and expect the same in return. If our staff feels that you are consistently addressing them in a demeaning or rude manner, your account may be suspended, and you may be asked to take your business elsewhere. In the event of service termination for support abuse, customers will be given ten days' notice to find a new host.

Hostwek will be the sole arbiter as to what constitutes a violation of this provision. Accounts found in violation of this provision will be subject to immediate account deactivation. Hostwek will turn all available information about abuse incidents, including customer contact data, over to the proper authorities and press charges.

Cancellations

Cancellations must be processed by our Billing department. To cancel an account, a cancellation request must be submitted via the client area. Once we receive your cancellation request, our Billing department will confirm your request and process your cancellation shortly thereafter.

We require all cancellations to be requested through the cancellation form inside your client area to (a) confirm your identity, (b) confirm in writing that you are prepared for all of your files and emails to be removed. This process aims to reduce the likelihood of mistakes, fraudulent/malicious requests, and to ensure that you are aware that your files, emails, and account may be removed immediately and permanently after a cancellation request is processed.

To cancel your hosting service, you must fill out a cancellation request form. This form helps us understand why you are leaving and ensures a smooth cancellation process.

In the form, you will be asked to:

• Describe the Reason for Cancellation: Share your reasons for canceling the service.
• Choose the Cancellation Type: Select one of the two types of cancellation:
• Immediate Cancellation: If you choose this option, your hosting service will be canceled automatically when our system updates at 9 AM Eastern Standard Time (EST) daily. For example, if you submit your cancellation request at 8 AM EST, your service will end on the same day at 9 AM EST. However, if you submit your cancellation request after 9 AM EST, your service will end the next day at 9 AM EST.
• End of Billing Period Cancellation: If you select this option, your hosting service will continue to be active until the end of your current payment period. Your service will then automatically cancel and end on the due date of that payment period.

Once you have submitted the cancellation request form with all the required information, our Billing team will process your request based on your chosen cancellation type. You will receive a confirmation once the cancellation is complete.

Payments and Billing

We will provide you with at least ten (10) days’ notice of your renewal pricing before the payment due date for monthly, annual, or longer-term plans. Unless otherwise provided, Hostwek will automatically bill your payment method on file as it follows:

• seven (7) days before the payment due date;
• on the payment due date (if the first payment attempt failed for any reason);
• three (3) days after the payment due date (if the second payment attempt failed for any reason).

You expressly acknowledge, agree, and authorize us to automatically bill the applicable fee and/or charge your credit card or other payment methods on file for each Renewal Term, unless you terminate or cancel the Services prior to such charge as provided in this section. All fees are billed in United States Dollars (“USD”) and are subject to change with prior notice to you.

Hostwek is only able to automatically collect payments from customers with credit cards stored on file. All other payment methods (e.g. PayPal one-time payments) must be initiated manually by you. It is your responsibility to ensure that all fees are paid no later than their payment due date.

As a customer of Hostwek, it is your responsibility to ensure that all billing information on file with Hostwek is accurate and that any credit card or other automated payment method on file has sufficient funds for processing. You are solely responsible for any and all fees charged to your payment method by the issuer, bank, or financial institution including, but not limited to, membership, overdraft, insufficient funds, and over the credit limit fees. Hostwek screens all orders for fraud. In certain cases, if your account is flagged for fraud, your order will not be processed. Hostwek has no liability for not providing Services, including third-party services if your account fails the fraud screen.

Price Change

Hostwek reserves the right to change prices or any other charges at any time. We will provide you with at least thirty (30) days' notice before charging you with any price change on any annual or longer-term plans. It is your sole responsibility to periodically review pricing on our website and billing information provided by Hostwek through the client area or through other methods of communication, including notices sent or posted by Hostwek.

Late Payments

Any account not paid in full by the end of the Term will be given a one (1) day grace period. If payment is not made within the one (1) day grace period, Hostwek reserves the right to suspend your Services. Hostwek reserves the right to terminate Services fourteen (14) days after the payment due date (Shared Hosting, WordPress Hosting, Reseller Hosting) and three (3) days after the payment due date (VPS Hosting).

Hostwek is not responsible for any damages or losses (including any data) as a result of suspension or termination for non-payment of your account. In addition, Hostwek reserves the right to refuse to reactivate your Services until any and all outstanding invoices have been paid in full.

Duplicate Payments

A "duplicate payment" is identified as any payment made more than once by a customer for a service, either inadvertently or due to system errors, utilizing a credit/debit card or via PayPal. Common instances of such occurrences (but not limited to) involve active PayPal subscriptions where a customer attempts a manual payment ahead of the automatic PayPal subscription.

Automatic Credit: Upon detection of a duplicate payment by our system, the excess amount is automatically allocated to the customer’s Hostwek account as account credit, pending further action or notice by the customer.

Refund Options: In the event of a duplicate payment, you are presented with two options:

• Full Refund as Account Credit: You are entitled to a complete refund of the duplicate payment, which will be credited to your Hostwek account. This credit is applicable to any future purchases or active services with Hostwek.
• Partial Monetary Refund: Alternatively, you may opt for a partial refund of the duplicate payment. In this scenario, transaction fees imposed by the payment gateway will be retained by Hostwek, and the remaining balance will be refunded to your original mode of payment.

Notification Period: You are required to inform Hostwek of any duplicate payment within a period of fourteen (14) days from the payment date.

Should Hostwek be notified of a duplicate payment beyond the 14-day period, the option for a monetary refund will no longer be available. The duplicate amount will remain as a credit in your Hostwek account.

Money-Back Guarantee and Refund Policies

Duration and Scope of Guarantee:

• 45-Day Money-Back Guarantee is applicable exclusively to: Shared Web Hosting, Reseller Hosting, and WordPress Hosting.
• 7-Day Money-Back Guarantee is restricted solely to: VPS Hosting.

The countdown to the end of the guarantee begins from the activation date of the account, not the order placement date.

Exceptions to the Guarantee: The Money-Back Guarantee does not extend to:

• Add-on services: Dedicated IP address, SSL Certificate, SiteLock Website Security, SpamExperts E-mail Services, Margetgoo SEO Services, WHMCS Licence, LiteSpeed Web Server Licence, cPanel Licence, CloudLinux Licence, Imunify360 License, Cloud Remote Backup, MailChannels Outbound Email Filtering, Block Storage, Disk Space Add-on, Turbo+ Boost Add-on, Resources Boost Add-on, Inodes Add-on;
• Account funds;
• Domain reseller funds;
• Domain registration, domain transfer, or domain name ID Protection;
• Paid support or migration services.
• R...

Renewal of services of any type does not fall under the ambit of the guarantee.

If there’s any breach of our Terms of Service, Service Agreement, or other policies, the Money-Back Guarantee stands null and void.

General Refund Policies: After the Money-Back Guarantee period, Hostwek upholds a no-refund policy.

Any credits applied to Hostwek accounts are non-refundable. They remain active for two (2) years after terminating the last hosting account. Failure to utilize the credit within this period results in forfeiture, with no liabilities falling on Hostwek.

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, or if you have opened a second account with us, you will not be eligible for a refund. The same policy applies if you purchase a second service similar to one that is already active in your account. Violations of this Agreement will waive your rights under the refund policy.

Introductory Offer Eligibility

Introductory Offers ("Introductory Offers") are provided by Hostwek to encourage the launch of new websites on our platform. These offers are accessible to both new customers creating a new account and existing customers commencing a new and separate project ("New Website").

Introductory Offers are designed to facilitate and support the growth of new initiatives by providing an advantageous starting rate. Existing customers may avail themselves of these Introductory Offers only when setting up a New Website distinct from any other project or service currently active in their account.

Existing websites ("Existing Websites") that are already hosted under an existing customer's account are not eligible for Introductory Offers. These projects must adhere to the standard or renewal pricing applicable at the time of service continuation or upgrade.

To maintain equity and the integrity of our promotions, existing customers may not transfer or re-register an Existing Website into a new account or under a new project for the purpose of claiming Introductory Offers.

In the event of such a violation, the offending account(s) may be subject to immediate suspension or termination, and any transactions associated with the violation will not be eligible for a refund, including but not limited to refunds within the standard 7 or 45 day money-back guarantee period offered by Hostwek.

Free Migration Policies

Our Migrations Team will make every effort to help you move your website(s) to us. Migrations are provided as a courtesy service. We do not make any guarantees regarding the availability, possibility, or time required to complete an account migration. 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. In some cases, we may not be able to assist you in the transfer of data from an old host. The free migration service is available for sixty (60) days from your sign up date. Migrations outside of the sixty (60) day period will incur a charge; please contact a member of our Support department to receive a price quote. In no event shall Hostwek be held liable for any lost or missing data or files resulting from a transfer to or from Hostwek. You are solely responsible for backing up your data in all circumstances.

Free Domain Name Policies

Customers who sign up for a 24 or 36-month hosting plan are eligible to receive either a complimentary domain registration for one year or a free domain transfer.

Domain Registration: The complimentary domain registration is applicable only for select extensions. A list of these extensions can be accessed at this link.

The free domain name must be registered at the time of sign-up and is available exclusively for new customers. Unless indicated differently, this promotional offer is limited to the first year of registration. Domains will renew at our standard rates after the initial promotional period.

Domain Transfer: The free domain transfer is available for specific extensions as outlined at this link. Customers must claim the free domain transfer within 30 days of hosting plan activation by submitting a request to our Billing department. As a benefit of this transfer, the existing expiration date of your domain will be extended by one year. Subsequent to this extension, the domain renewal will be subject to our standard rates.

Should you opt to cancel your hosting plan within our 7/45 Day Money Back Guarantee period, you will receive a full refund for your payment, minus the prevailing rate for domain name registration or transfer. The current rates can be reviewed at this link.

For further information or any queries regarding this promotion, please get in touch with our Sales Department before finalizing your order.

Prohibited Persons (Countries, Regions, Entities, and Individuals)

Certain entities and individuals are prohibited from registering for and using our services pursuant to export and control laws and trade and economic sanctions imposed by the U.S. or other governments, as applicable. In particular, without limitation, the U.S. Department of the Treasury, through the Office of Foreign Assets Control (“OFAC”), prohibits U.S. companies from engaging in all or certain commercial activities with certain sanctioned countries or regions (each a “Sanctioned Country/Region”) and certain individuals, organizations or entities, including without limitation, “Specially Designated Nationals” (“SDN”) listed by OFAC. By using our services you represent and warrant that you are not located in a Sanctioned Country/Region or listed as an SDN. Unless otherwise provided with explicit written permission, Hostwek also does not register and prohibits the use of any of our services in connection with, any Country-Code Top Level Domain Name (“ccTLD”) for any Sanctioned Country/Region.

Failure to Follow Policies

Failure to fully comply with these terms is grounds for account suspension and/or deactivation. Any accounts and/or servers contained within Hostwek’s network must adhere to the above policies.

We reserve the right to remove any account without prior notice. Our normal policy is a warning first, and account deactivation the second offense, but no warning is required.

Hostwek reserves the right to deactivate and remove any site hosted on our servers that contains any content that it deems in its sole discretion to be unacceptable, undesirable, or contraindicated.

Document Revisions

March 9, 2024: We’ve updated our Terms of Service to clarify our Free Migration policy in the Section “Free Migration Policies”;

March 9, 2024: We’ve revised our policy concerning the money-back guarantee period for VPS Hosting;

March 9, 2024: We’ve revised our policy concerning the free domain name policies to include information regarding the free domain transfer offer;

March 9, 2024: We’ve made clarifications and updates to the "Payments and Billing" section to ensure smoother transactions;

March 9, 2024: We’ve revised our policy on payments grace period and potential consequences of late payments;

March 9, 2024: We’ve introduced a “Duplicate Payments” section in our terms of service to clarify the procedures and refund choices for any double payments made;

March 9, 2024: We’ve made clarifications and updates regarding our backup system.