CloudAccess.net Billing Policy

Joomla! hosting and software as a service
Customers will be sent an invoice for services 5 days before the payment  is due. If the payment method is set through a  credit card, payment for your service will be debited from your credit card automatically on your due date and a receipt will be sent to you.

Plans associated with our software as a service agreement

• $19.95 Standard Joomla! hosting and support plan
• $49.95 Business Joomla! hosting and support plan
• $99.95 Pro Joomla! hosting and support plan
• Special $5 Joomla! hosting and support plan for additional hosting instances*

*$5 Joomla! hosting and support plan
At least one active Standard or higher plan is required to be eligible for the Special $5 Joomla! hosting and support plan. If client owns an active $5 Plan without having an active Standard or higher plan we will automatically upgrade this $5 Plan to a Standard Plan.

Upgrading or Downgrading Account
You can upgrade or downgrade your hosting plan at any time. If you downgrade your account, prior payments will not be prorated. To change your current hosting plan, you can either login to your CloudAccess.net billing control panel, submit a ticket with the request, or call our support team and they will handle the request for you. Our support staff will not be able to cancel your account, see “Cancellation of Service” below.

Pending orders
Every pending order with an  incomplete payment will be cancelled 14 days after the date  the order was placed.
If you have any questions or problems regarding payment, please contact our billing department by opening a ticket in the client area at http://www.cloudaccess.net/client-login.html. After opening a ticket, contact our offices.  

Refunds - 45 days money back guarantee
If you are not 100 percent satisfied with your service, we will refund your first month's hosting fee. To receive this refund, you must log in to your client account (https://www.cloudaccess.net/client-login.html) and submit a ticket to the billing department requesting a refund and termination of services. Refunds are limited to hosting services, not domain name purchases or SSL installation.  These are nonrefundable services.

Billing date adjustments
If you need a billing date adjusted you must submit a support ticket to the billing department (https://www.cloudaccess.net/client-login.html). Please log in to the client area and submit a ticket requesting the adjustment. You can also change your billing cycle to a quarterly, semi-annually, annually or biennially period of time.

Late notices for hosting/service fees
Late notices are sent to the primary account holder and to any sub-accounts set up to receive invoice notices.

1. 10 days past the due date: First overdue reminder
2. 20 days past the due date: Second overdue reminder
3. 28 days past the due date: Third overdue reminder and reminder that service will be suspended

Suspension of hosting service
If your account is unpaid at 30 days past the due date, your account will be suspended.

How to reactivate  your account
Log in to your client account and pay the open invoice. Your account will be automatically released. If the account does not auto release, you will need to submit a support ticket to the billing department.

Domain purchases and services
A reminder will be sent to the primary account holder for your domains. If you have domains registered with CloudAccess.net you will receive the following notices when your domain is about to expire. Please note we are not responsible if you do not receive these notices. We recommend you mark your calendar as a reminder to renew your domain.

1. 30 days before your domain will expire: First renewal notice
2. 15 days before your domain will expire: Second renewal notice
3. 5 days before your domain will expire: Third renewal notice

If you fail to renew your domain name before it expires, you risk losing your domain name. Be sure to mark your calendar and renew or purchase several years of service. Domains can't be suspended.

IMPORTANT NOTE: Refunds will NOT be provided for domain names.

Termination of Service
CloudAccess.net reserves the right to terminate an account and delete all data for non-payment 40 days after the invoice due date. For example, if the invoice was due on July 1st and you did not pay the bill we would send you notices and/or calls asking you if you will be paying the open invoice. If you do not pay we reserve the right  to automatically  terminate/cancel your account from our services. In this example, your account could be terminated on August 10th if the payment is not received.    

Restoration After Termination
As a courtesy and NOT a guaranteed service, after we remove the data from our production servers the data does sit in our backup servers for at least thirteen more business days. Contact customer service if you need the data restored.  We should be able to dig out the site. Any customers requesting data to be restored will be required to upgrade their terminated instance to a hosting package. This is a  non-refundable payment. The reason for this charge is due to our team members having to do manual labor to pull out the archived data.

Cancellation of Service
We have one  way to cancel services. Our staff will not and cannot cancel services for you. It is  for the security of your data that we require you go log in to your secure client area to cancel services.

To cancel services, follow these steps:

1. Log in to your client account: https://www.cloudaccess.net/client-login.html
2. Scroll down to My Products & Services. Hover your mouse over the grey Options button on the right for the service you want to cancel. Click 'Manage Instance' in the drop-down menu that will appear there
3. Click "Request Cancellation". You will receive a confirmation message by email.

Please note: If your account is billed after your cancellation request, we will refund the last month as part of the cancellation process.

Special mail-in payment arrangement
If you are a company or non-profit organization that requires special arrangements, please contact our billing department. We do allow payments to be sent by mail. Mail-in payments have the same restrictions as automated credit card payments. Invoice dates can be adjusted to best fit your company's accounts payable needs.

Mail-in payment address:
CloudAccess.net
10850 Traverse Hwy
Suite 4480
Traverse City, Michigan 49684

Wire Instructions
Open a support ticket and our teams will send you back the details.   Submit a ticket to billing.
http://www.cloudaccess.net/client-login.html

Professional Services
Professional service work is handled on a case-by-case basis and typically does not exceed 2 hours total. Existing clients of CloudAccess.net will be invoiced for professional services as agreed upon. CloudAccess.net reserves the right to not start work until services are paid for.  Any professional services work that is less than $150 will be billed in 15-minute increments at the rate of $100.00/hour.

Projects
A project is any work that we estimate will take more than 2 hours to complete. Project work is always moved to our project software, and not handled in our standard client support area. All project work must be a minimum of 5 hours. We require a $500.00 (5 hours at $100.00/hour) down payment on all project work.