About the Updates to Our Terms

We’ve updated our Terms of Service and some of our other terms and policies (collectively, “Terms”).

The updated Terms will go into effect for existing customers on October 27, 2023.

By continuing to use ChemiCloud after this date, you agree to the updated Terms. 

The updates to the Money-Back Guarantee and Refund Policies, respectively, the updates to the Free Domain Name Policies, are effective immediately for all first-time customers beginning September 29, 2023.

We understand that policy changes can sometimes raise questions. Our dedicated support team is always here to assist you. If you have any concerns or require further clarification, please don’t hesitate to contact us.

Updates to the Payments and Billing section

• We’ve made clarifications and updates to ensure smoother transactions:

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, ChemiCloud 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);
seven (7) three (3) days after the payment due date (if the second payment attempt failed for any reason).

Updates to the Late Payments section

• We’ve revised our policy on payments grace period and potential consequences of late payments:

Any account not paid in full by the end of the Term will be given a seven (7) day one (1) day grace period. If payment is not made within the seven (7) day one (1) day grace period, ChemiCloud reserves the right to suspend your Services. ChemiCloud reserves the right to terminate Services fifteen (15) days, fourteen (14) days after the payment due date (Shared Hosting, WordPress Hosting, Reseller Hosting), and nine (9) days three (3) days after the payment due date (VPS Hosting).

Updates to the Money-Back Guarantee and Refund Policies section

• We’ve revised our policy concerning the money-back guarantee period for VPS Hosting.

Duration and Scope of Guarantee:

45-Day Money-Back Guarantee is applicable exclusively to: Shared Web Hosting, Reseller Hosting, and WordPress Hosting.

15-Day 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, fund additions, domain reseller funds, domain registration, domain transfer, or paid support services.

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, ChemiCloud upholds a no-refund policy.

Any credits applied to ChemiCloud 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 ChemiCloud.

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.

New section: Duplicate Payments

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

Within the scope of this section, 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 ChemiCloud 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:

1. Full Refund as Account Credit:
   • You are entitled to a complete refund of the duplicate payment, which will be credited to your ChemiCloud account. This credit is applicable to any future purchases or active services with ChemiCloud.
2. 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 ChemiCloud, and the remaining balance will be refunded to your original mode of payment.

Notification Period

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

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

Updates to the Resource Usage Policies

• We’ve revised our policy concerning the execution frequency for cron jobs.

A cron job should not execute more frequently than once every 15 minutes on a shared hosting service. If set for a shorter time, our system will automatically reset it to 15 minutes without prior notice. For execution frequencies lower than 15 minutes, we offer VPS services.

Updates to the Free Domain Name Policies section

• We’ve revised our policy concerning the free domain name policies to include information regarding the free domain transfer offer.

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.

Updates to the Free Migration Policies section

• We’ve made clarifications and updates regarding our free migration service.

At ChemiCloud, our dedicated Migrations Team strives to facilitate a seamless transition of your website(s) to our hosting environment. Nevertheless, there are essential points you need to be aware of regarding our migration services:

Courtesy Service: Migrations are extended as a complimentary service. This means that while we will do our utmost, we do not guarantee the availability, feasibility, or time frame to finalize an account migration.

Hosting Differences: Every hosting provider has its unique setup. Some utilize proprietary or non-standard data configurations. As a result, migrating certain account data could be challenging or even unattainable. Regrettably, there might be instances where we are unable to support the transfer of data from your previous hosting provider.

Time Limitation: Our complimentary migration service is active for sixty (60) days from the date you sign up with ChemiCloud. Any migration requests after this period might be subject to a fee. More details can be obtained at this link. To get an accurate estimate, please consult with our Support department.

Liability: ChemiCloud will not be accountable for any data or files that may be lost, misplaced, or altered during the transfer process. Clients must ensure they have reliable backups of all their data before initiating any migration.

Updates to Backups section

• We’ve made clarifications and updates regarding our backup system: 

ChemiCloud performs nightly backups of Shared Hosting, Reseller Hosting, and WordPress hosting accounts; however, these backups are for ChemiCloud’s administrative purposes only, and are in NO WAY GUARANTEED! Customers are responsible for maintaining their own backups on their own personal computers. ChemiCloud does not provide any sort of compensation for lost or incomplete data in the event that backups do not function properly (even if the malfunction was due to negligence on ChemiCloud’s part). We will do our best to ensure complete and accurate backups, but assume no responsibility for this duty. Always back your site up to your personal computer! We make no guarantees about the availability of backups.

Our primary backup system relies solely on JetBackup. We do not utilize the default cPanel backup system for the purpose of generating account backups.

You have the privilege to generate a manual backup of your entire account at any given time through JetBackup. Should you wish our team to manually generate a cPanel backup, be advised that such requests will incur a fee. Before initiating such a request, we recommend consulting with our Billing department to obtain a precise price quote.

We may also delete the following types of files if we find them to be using excessive amounts of disk space, especially if affecting other customers: (i) cPanel or other backups stored locally, (ii) Softaculous backups stored locally, (iii) Softaculous backup temp files, (iv) Common CMS backups stored locally, (v) Common CMS backup temp files, (vi) Common CMS backup logs, (vii) excessively sized error logs, and (viii) any other large files deemed unnecessary for core website functionality or not containing any valuable data.  cPanel backups stored on the server will be automatically deleted after fourteen (14) days.

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. ChemiCloud reserves the right to remove backups from your hosting account with or without notice.

While our Backups system supports almost any characters for filenames (UTF-8), there are special characters/symbols that are generally best avoided as there are specific limitations across various filesystems and storage destinations that can cause unintended issues with your backups. This list is not exhaustive and is meant to help determine and avoid errors regarding filenames and your backups.

Link: Characters to Avoid When Naming Files and Folders

While our Backups system generally performs backups for any files or folders, there are exceptions of files and folders that are excluded as there are specific limitations across various filesystems and storage destinations that can cause unintended issues with your backups. This list is not exhaustive and is meant to help avoid errors regarding your backups.

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