Terms Service

atreshost.com Terms of Service

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.

2. CONTENTS

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.

It’s totally prohibited:

  • Create cPanel accounts for subdomains. If you want to add subdomains to your cPanel account, you can do it from the “Subdomains” application.
  • Create unused cPanel accounts.
  • Maintain cPanel accounts that do not resolve the domain (server IP address not found) or that are abandoned due to change of provider (that the domain points to another hosting provider).
  • Create demo cPanel accounts.

We have a system that periodically and automatically eliminates cPanel accounts that do not comply with the terms expressed here, as well as cPanel accounts suspended for more than 1 month.

AtresHost is not responsible for the loss of data of any cPanel account removed that violates the terms of service, being the customer’s responsibility to read and knowledge of the terms of service.

5.A 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 (5€ per account to be migrated)
5.B PREMIUM SUPPORT LITE (INCLUDED IN DELUXE PLANS)

Our Technical Support team is at your disposal to help you with your contracted Deluxe plan.

Premium Lite Support offers you some of the advantages of Premium Support, including: priority VIP assistance with a 12 hour wait time on queries, CMS installation of your election (including WHMCS), WHM account setup, WhatsApp support and 3 cPanel migrations included (among other benefits).

Premium Support Lite included:

  • Assistance in incidents related to the service provided
  • VIP priority assistance (maximum waiting time of 12 hours)
  • Support by tickets, mail and discussion forum
  • Exclusive support by WhatsApp
  • Consultations Premium Support limited to: 30 consultations per year are included (by any of the specified contact channels)
  • Choice of CMS installation, including WHMCS
  • Jetbackup backup restoration
  • WHM account configuration for Reseller, Master, Alpha and Super Alpha service (list of functions, associated packages…)
  • 3 cPanel migrations included
  • Additional cPanel migrations at 3€ per account

It’s excluded from the Premium Support Lite:

  • Installation of plugins and web page themes, cms, scripts or any other type of software.
  • Intervention of errors in web pages, cms, scripts, plugins or any other type of software.
  • Configuration of web pages, whmcs, cms, scripts, plugins or any other type of software.
  • Updat or edit web pages, whmcs, cms, scripts, plugins or any other type of software.
  • Customization of code or design of web pages, whmcs, cms, scripts, plugins or any other type of software.
  • Exclusive support for the contracting account, no requests from your customers of your reseller account will be attended.

NOTE: If any assistance is not included in the list, please consult with the support for your possible application.
NOTE 2: Hourly restrictions apply to WhatsApp support. Check the schedule support in Premium Support.
NOTE 3: Once the 30 annual Premium Support tickets are exceeded, the support received will be the basic version, keeping the rest of the Premium Support benefits.

5.C PREMIUM SUPPORT

Our Technical Support team is at your disposal to help you 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 VIP priority assistance, unlimited consultations, with a maximum waiting time of only 12 hours in consultations and includes 5 cPanel migrations (among other benefits).

If you need help and guidance with your plan, sign up for our Premium Support for just 49€/month.

Premium Support included:

  • Assistance in incidents related to the service provided
  • VIP priority assistance (maximum waiting time of 8 hours)
  • Support by tickets, mail and discussion forum
  • Exclusive support by WhatsApp
  • Exclusive remote support
  • PREMIUM support requests: Unlimited (by any of the specified contact)
  • Choice of CMS installation, including WHMCS
  • Installation of CMS plugins of your choice, including WHMCS
  • Installation of CMS themes of your choice, including WHMCS
  • Intervention of errors in your website
  • Jetbackup backup restoration
  • WHM account configuration for Reseller, Master, Alpha and Super Alpha services (list of functions, associated packages…)
  • 5 cPanel migrations included
  • Additional cPanel accounts migrations: 1.50€ per account

Excluded from Premium Support:

  • Configuration of web pages, whmcs, cms, scripts, plugins or any other type of software.
  • Updat or edit web pages, whmcs, cms, scripts, plugins or any other type of software.
  • Customization of code or design of web pages, whmcs, cms, scripts, plugins or any other type of software.
  • Exclusive support for the contracting account, no requests from your customers of your reseller account will be attended.

NOTE: If any assistance is not included in the list, please consult the support for your possible application.
NOTE 2: Time restrictions apply to WhatsApp support and remote support. Check the schedule support in Premium Support.

5.D VPS AND DEDICATED SERVERS SUPPORT

We do not offer any kind of support for any problem. Our VPS servers and dedicated servers are unmanaged, this means that AtresHost only takes care that the VPS server and dedicated server is online and that the connectivity is adequate.

5.E ADDITIONAL SERVICES SSH/TERMINAL, PYHTON, RUBYGEMS, NODE.JS

We do not offer any kind of support or custom configurations in the additional services of SSH/Terminal, python, rubygems and nodej.js. The additional services indicated require sufficient knowledge to use them. Please, if you do not have the necessary knowledge, do not use any of the mentioned services, especially SSH/Terminal, any action could be fatal for your account.

6. ZERO TOLERANCE POLICY FOR SPAM

We have a zero tolerance stance against sending unsolicited email and spam. Any user who sends spam will have their account suspended with or without notice.

Websites advertising through SPAM cannot be hosted on our servers. This provision includes, but is not limited to SPAM sent via fax, email, instant messaging, or usenet/newsgroups. No organization or entity on any blacklist may be hosted on our servers. Any account whose IP is on our “blacklist” will be immediately suspended.

The suspension of an account for SPAM and the subsequent cancellation of the suspension requires a payment of 400€ and the express commitment of the client not to violate the SPAM sending policy again.

AtresHost reserves the right to change or disable any website, account, database, or other component that does not comply with our established policies, or to make these modifications in an emergency situation at its sole discretion.

7. BACKUPS AND DATA LOSS

Use of the service is at your own risk. AtresHost is not responsible for files and data residing on your account and the possibility of loss of backups through Jetbackup. User agrees to take full responsibility for the files and data transferred.

We recommend our users to download a monthly backup of the files in their account to their computers. AtresHost is not responsible under any circumstances if the user does not keep his data safe, being his sole responsibility.

The backups are done automatically through Jetbackup with a maximum limit of 5 gb per account. If your account exceeds 5 gb of disk space, Jetbackup will not generate any backup.

You can updgrade 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.

9. REFUND

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.

10.C MAILBOXES

Mailboxes have no limit on space 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 upgrade the sending without limits for 69€/month.

10.E SSH CONNECTION

The offered SSH connection is exclusively for direct customers of AtresHost for the security of the service.

11.A PROMOTIONAL CONDITIONS OF DISCOUNTS

The maintenance of the conditions of promotions is subject to the following point:

  • Any change made to the contracted plan will cancel the discount promotion or offer applied to which you are subject, including: lowering or raising the contracted package, requesting to change the domain associated to the contracted plan and not paying the amount of the contracted plan on the due date of the invoice. The rest of the conditions according to the indications of the promotion in question.
11.B PROMOTION FREE DOMAIN

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 client.

11.C .COM DOMAIN CONDITIONS

The free registration of the .com domain included in the DELUXE plans in contracts equal or superior to one year will not apply in the following terms:

  • The registration of the domain .com has to be done at the time of hiring the plan of Hosting / Reseller, not being able to be done later, losing the right to receive the free domain. (Example: if you decide to transfer a domain to AtresHost or use a domain from another provider, will cancel the option to claim the domain .com later)
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, 15 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.

13. PRICES

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.

14. INDEMNIFICATION

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.

15. ARBITRATION

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.

16. DISCLAIMER

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 September 11, 2020: New VPS Support section.