Billing Policies and Procedures

1. The initial setup fee and first month's service fee are required as prepayment for all new Shared Hosting Plans and Virtual Private Server orders from new customers. The setup fee is non-refundable.
2. Payment for services can be made with PayPal, International Money Orders, Money Orders, and business or personal checks sent directly to our Office. All payments should be posted in United States dollars.
3. All new customers are required to submit a signed copy of the Hosting Agreement. Requests for new Shared Hosting Plans and Virtual Private Servers from new customers can be configured within one (1) business day pending receipt of these signed contracts and prepayment.
4. If the customer orders a Hosting Plan after the first day of the month we will prorate the first month's service fee. Only the first month's service fees are prorated. All monthly services fees thereafter are billed for the entire month and are not prorated upon cancellation.
5. Requests for cancellation of an account must be made must be made prior to three(3) business days of the month in which you wish to cancel. Customer will be responsible for any and all charges for an account as long as the account is active and for which we have not recieved a Notice of Cancellation.
   
   Cancellation requests can be made via the Online Order Forms, requested via e-mail sent to our Service Staff, by a direct phone call to our brick and mortar Office, or via a written request sent via USPS, UPS, or FedEX.
6. If we register a domain name through MelbourneIT Limited in the customer's behalf, please be aware that there will be a charge for the domain name registration. The current registration fee is $20.00 which covers initial registration and updates to the domain name's database record for a period of one year. Renewal fees are charged at the rate of $20.00 per year thereafter.
7. Once an order has been processed, the Hosting Plans configuration information and first invoice will be sent to the customer directly via e-mail and followed by a paper invoice via the USPS.
8. All accounts are billed according to the calendar month. Terms are set at N/20, or net amount due within 20 days of billing. Customers receive a quarterly invoice on the 1st of every month via e-mail (no paper copy of the invoice will be sent). If the customer is paying with other methods (money order, check, etc), payment should be received at our offices in Intervale, New hampshire by the 20th of the month.
9. Reconciliation will still be allowed for up to 60 days after the original date of the invoice in question. In other words, you do not forfeit the right to question an invoice once it has been paid. If payment is received on time, and afterwards (within the 60 day time frame) you discover an error on the part of AlpineWeb and notify us of this error, it can then be corrected. Please remember that if you are responsible for the error (i.e. typo in domain name), you must contact our service department immediately (within 5 days of the error) to receive a credit for the error.
10. Balances not paid by the 20th of the current month will be considered past due. Accounts that are past due may be disabled at our discretion. However, Customers are notified (based on provided contact information) and given time to pay any outstanding balances before accounts are disabled. Each time an account is disabled by a member of our Service Staff, a $25.00 enable fee will be applied to that account when it is reactivated. Delinquent accounts may be forwarded to an outside collections agency at any time. Any questions relating to billing or past due issues may be directed to our Billing Department or our Past Due Accounts Department.
11. Requests for modifications to an account, or anything that requires a charge or invoice, must be made either via the Online Order Forms or requested via e-mail sent to our Service Staff. Examples of such request include, but are not limited to: adding additional MB of space to a Hosting Plmailto:awd@alpineweb.com?subject=Billing Policy Questionan, adding additional domain names to an existing Virtual Private Server, or requests for termination or disablement of a Hosting Plans and account.
12. All clients are responsible for backing up their own files separately. We provide three levels of backup, the first two on disk, and the third on tape. Should the customer need to restore a file found on the primary and secondary backups, there will be no charge. For each file retrieval from the tertiary backup, or the tape backup, there is a charge of $100.00.
13. There is a $100.00 file retrieval fee to restore a terminated Shared Hosting or Virtual Private Server account from backup. The data may or may not exist. We generally assume that before an account is terminated, the customer has offloaded the files to another system. We cannot guarantee that data files for terminated accounts will be retrievable. The $100.00 file retrieval fee will be charged in addition to the normal $50.00 setup fee.
14. A $25.00 service fee will be charged for all returned checks.