1. ACCOUNT SETUP
It is your responsibility to provide an active email address that you will use to register. If there is a problem or we need to contact you, we will use the email address you registered with. It is also your responsibility to ensure that the email address is always up to date.
Providing false contact information of any kind may result in the suspension of your account.
If possible, set permissions on most directories to 750 and 644 for files. Users are ultimately responsible for all actions taken under their account. This includes the compromise of credentials such as username and password.
You are required to use a secure password. If the password is weak, your account may be suspended until you commit to using a more secure password.
All services offered by AtresHost can only be used for lawful purposes. Local laws in Spain and Germany apply depending on the location of the server. The customer agrees to indemnify and hold AtresHost harmless from any claims arising from the use of our services. The use of our services is not to violate copyrights or trademarks. This includes but is not limited to unauthorized copying of music, books, photographs, or any other copyrighted work. The offer to sell counterfeit any trademarked goods will result in the immediate suspension of your account. If you believe your copyright or trademark rights are being infringed, please send an email with the required information. If the application is a licensing matter, additional documentation may be required.
Under no circumstances is it allowed to host any kind of adult content on the servers, child pornography, warez content or crypto-mining.
Your plan’s disk space is solely for hosting the files necessary to make your website work. You are not allowed to host personal files, photos and videos from your holidays, movies, mp3’s and any other files not related to your activity.
If you have any doubt about the acceptance of your website, please contact us and we will be happy to help you.
3. FREE HOSTING
It is strictly forbidden to offer permanent Hosting / Reseller / Master / Alpha plans for free in the services you provide to your clients through your website or by any other means. You can offer free trial periods (maximum 3 months).
If you want to offer free plans, please contact us to transfer the extra cost in your billing for each cPanel account.
4. CPANEL ACCOUNTS
AtresHost unlike other providers where they limit cPanel accounts to 100 maximum, offers unlimited cPanel accounts to their customers exclusively for main domains. Each cPanel account has a cost that we assume without moving it to the client. Creating cPanel accounts for sub-domains is strictly prohibited. If you want to add subdomains to your cPanel account, you can do it from the “Subdomains” application.
As of July 1, 2020 any new cPanel account for a subdomain will be deleted. Accounts created prior to that date may remain active.
Finally, please note that the system automatically removes cPanel accounts that exceed the suspension month.
5A. BASIC SUPPORT
All AtresHost plans come with basic support, limited to fix errors that may be caused by the service provided. This means that if due to a server malfunction your website or account does not work properly, support is assured and we will solve the issues.
Basic support does not include migrating cPanel, WordPress or any other CMS, blog or discussion forum accounts; installing, configuring, creating or updating your content, templates, css styles, plugins, scripts, nor repairing errors on your site.
As a client and before starting any software installation, code, plugin, script or theme, you must be sure to read all available documentation and view the requirements that you are asked.
Remember that each software, CMS, plugin and theme has its own support service, use them.
Basic Support includes:
- Assistance related to service problems
- Maximum waiting time: 24hrs
- Migration of cPanel (6 euros per account to be migrated)
5B. PREMIUM SUPPORT
Our Technical Support team is at your disposal to perform any configuration, installation and intervention in the Hosting, Reseller, Master, Alpha or Super Alpha services you have contracted with AtresHost, as well as problems you may have with your website or account.
Premium support offers you priority VIP assistance, with a maximum waiting time of only 12 hours in consultations and includes 3 cPanel migrations.
If you don’t have enough knowledge and need permanent support and guidance, you can hire our Premium Support from 99€ per month.
Premium Support includes:
- Priority VIP Assistance
- Remote Support
- WhatsApp Support
- Service and website incidents
- Hosting, Reseller, Master, Alpha and Super Alpha configuration
- Maximum waiting time: 12hrs
- 3 cPanel migrations included
- Migration of additional cPanel (3€ per account)
You can update the Jetbackup package to backup up to 50GB from the customer area – Addons.
As an alternative to Jetbackup, you can use the cPanel Backup application to make backups manually. Remember to delete the backup from the server once it has been downloaded to your computer. You are not allowed to host backups on the server.
8. SUSPENSIONS AND CANCELLATIONS
AtresHost reserves the right to cancel your account at any time with or without notice.
Any abuse detected by our staff in any way or format will result in the suspension or cancellation of your services. The reactivation of the service will be subject to a surcharge of 200€ and the customer’s express commitment not to violate our terms of service again.
Customers may cancel their services at any time through the customer area. Once we receive your cancellation request and you have confirmed all the necessary information, we will inform you that your account has been cancelled and if you have an invoice that is due, it will be cancelled.
AtresHost gives you 30 days money back guarantee on shared accommodation management (Hosting) only.
Refund requests for 30 days hosting will be refunded once the request is formalized through the customer area. The refund is only possible for the first contract. If you have had an account with us before, cancelled the service and hired it again, you will not be able to request a refund.
Violations of the Terms of Service will result in the suspension of the return policy.
Any purchase made through a promotional discount code will not be subject to the 30-day return policy on Hosting.
There are no refunds on the following services: domain name, SSL certificates, SiteLock, Dedicated Servers, VPS, Reseller, Master Reseller, Alpha Reseller, Super Alpha Reseller, Diamond Reseller, dedicated IP, WHMCS licenses, as well as for administrative fees, surcharges for unpaid bills, custom software installation costs or any other extra services.
Making a claim against our terms of service through PayPal will result in the elevation to a dispute on our part, exposing you to the risk that your PayPal account will be limited and in the worst case, that your account will be deleted forever.
10. RESOURCE UTILIZATION
AtresHost is the only Hosting and Reseller company that does not limit customer accounts in terms of space, web traffic, CPU, RAM, I/O usage, inodes and resources per cPanel within a reasonable usage by the user as it is a shared service.
The user will not be able to:
a) Exceeding the resources of the system. There are numerous activities that could cause such problems, among them: CGI scripts, FTP, PHP, HTTP, etc.
b) Run any type of web spider or indexer (including Google Cash/ADSPY) on shared servers.
c) Run any software that interacts with an IRC (Internet Relay Chat).
d) Run any bitstream, tracker, or client application. Please remember that you can have a link to torrents off the server, but not store them on the server.
e) Participate in any file-sharing/peer-to-peer activities.
f) Run any game such as minecraft, call of duty, fornite, counter-strike, half-life, battlefield1942, etc.
g) Run scripts or software to perform DDOS attacks.
In case AtresHost changes its policy and limits resources:
AtresHost reserves the right to suspend any account that exceeds the allocated resources; also, the customer will be notified via ticket the suspension. Being suspended for a third time due to server resource issues will result in final cancellation.
10.B BANDWIDTH UTILIZATION
AtresHost offers an unlimited monthly bandwidth fee.
In case AtresHost changes the policy and restricts the bandwidth by plans:
The bandwidth fee varies depending on the package you have purchased. In case your account exceeds the allocated amount, we reserve the right to suspend the account until the beginning of the next month, suspend the account until more bandwidth is purchased, suspend the account until you upgrade to a higher plan, terminate the account or charge you an additional fee.
Unused transfer in one month cannot be carried over to the next month.
Mailboxes have a maximum limit of 5 gb per mailbox.
10.D MAXIMUM MAILS PER HOUR
A maximum of 300 mails can be sent per hour. If you need to send more mails per hour, please contact us to update the sending without limits for 69€/month.
11. FREE DOMAIN PROMOTION
When you contract any Deluxe Hosting, Reseller, Master, Alpha and Super Alpha plan for a period equal to or greater than one year, a .com domain is included free of charge for one year. After the year, renewals and / or cancellations, will be borne by the customer.
12. PAYMENT INFORMATION
By hiring the services of AtresHost, you agree to the payment method expressed on our website.
Unless you notify AtresHost of your desire to cancel any or all services provided, those services will be billed on a recurring basis.
As a customer of AtresHost, it is your responsibility to ensure that your payment information is up to date and that all bills are paid on time.
AtresHost automatically generates your bill 14 days before your service is renewed, and we allow 3 additional days after the due date for you to catch up with your payment before administrative charges and late fees are generated. If the payment is not made within the term, the account is suspended, 10 days later, the service provided is eliminated, losing all the information it contains.
Not paying a bill does not mean that the debt expires or that you are exempted from payment. You will automatically be charged an administrative fee of 100€ plus the following late charges for non-payment:
Surcharges: 100€ for administrative expenses and a 30% total surcharge on the invoice.
AtresHost reserves the right to assign to third parties the collection of the debt with the additional interest they may generate, initiate an administrative dispute and include you in lists of defaulters such as ASNEF, ICIRED …
Having an outstanding invoice means that you can not hire our services again until you catch up with your billing.
We reserve the right to change prices and the right to change the amount of resources to plans at any time.
The prices shown on our website include 21% VAT.
Client agrees that it shall defend, indemnify, hold harmless and hold AtresHost harmless from any and all claims, liabilities, losses, costs and claims, including attorney’s fees against AtresHost, its agents, its clients, officers and employees, which may arise or arise from any of the services rendered or performed or agreed to be performed, its agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless AtresHost against liabilities arising from; (1) any injury to person or property caused by products sold or otherwise distributed in connection with AtresHost; (2) any material supplied by Customer or allegedly infringing upon the property rights of a third party; and (3) copyright infringement.
By using any AtresHost service, you agree to submit to binding arbitration. If any disputes or claims are raised against AtresHost or its affiliates, such disputes will be handled by an arbitrator of AtresHost at its option.
Arbitrators shall be retired lawyers or judges and shall be selected in accordance with applicable rules. All decisions rendered by the arbitrator shall be binding and final.
The arbitral award is final and binding on all parties. The Arbitration Act, and not any state arbitration law, governs all arbitration under this arbitration clause.
You are also responsible for any and all expenses related to such arbitration.
AtresHost will not be responsible for any damage and/or harm that your business may suffer. AtresHost does not offer any type of guarantee, express or implicit of the services that we provide. Likewise, AtresHost reserves the right to cancel and/or suspend without prior notice its services and activity at any time.
AtresHost disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by AtresHost and its employees.
17. DISCLOSURE OF INFORMATION TO LAW ENFORCEMENT AGENCIES
AtresHost may disclose any subscriber information to law enforcement agencies without consent or notification to the subscriber at the lawful request of those agencies. We will cooperate fully with law enforcement agencies.
18. TERMS ACCEPTANCE
The use of any service that AtresHost provides implies the acceptance and conformity in its totality of the Terms of Service reflected here.
19. CHANGES IN TERMS
AtresHost reserves the right to change policies without notice.
Updated June 13, 2020: Updating term suspension for non-payment.