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Refund & Billing Policy
1. Package Renewal
All hosting plans and domain names are set to automatically renew on their renewal date after the initial term to prevent any disruption in the service. The next renewal date is located on every invoice as well as the services and domains sections of the client portal. Renewal invoices are emailed 7 to 14 days before the renewal date unless other arrangements have been made or a cancellation request has been submitted from the client portal. Coupon codes are not valid on renewal invoices. More information about coupons can be found in our knowledgebase.
Domain names are set to renew one week before the expiration date to ensure no disruptions occur since URLs will immediately redirect to a landing page if a domain expires.
2. Payment
We accept payment via Visa, MasterCard, American Express, JBC, Discover, Diners Club cards, Maestro, UnionPay, direct debit, eChecks, Trustly, Paysafecard, Skrill, EPS/Netpay, Yandex, POLi, Przelewy24, Bitcoin, PayPal, and wire transfers. When choosing credit card as the primary method of payment, the customer gives consent to BASIC Networks to charge the indicated card on the due date of any invoices on the account. It is the customer's responsibility to keep all credit card and contact information current. If paying by wire transfer the payment must be made in US Dollars. Further note that we do handle all billing at our main company site, https://basicnetworks.net.
Currencies currently accepted are USD, EUR, and GBP. All invoices in non-USD currency and paid with a credit card will be converted to USD for processing.
In the event that the customer fails to pay for services given, Webhost.Berlin/BASIC Networks may assign unpaid late balances to a collection agency for appropriate action. The customer agrees to reimburse us for all expenses incurred to recover sums due, including attorneys' fees and other legal expenses, if legal action is necessary to collect payment on balances due.
Invoices are due on the package renewal date. Accounts that have invoices which are more than 10 days overdue will be suspended unless prior arrangements have been made. If a suspended account is to be reactivated all of the overdue invoices will need to be paid to make it current before the suspension is lifted. Accounts that have invoices over two months overdue are considered abandoned and will be subject to termination. All data in these accounts will be removed from our servers and will be irretrievably lost. Any domain registration packages associated with these accounts will also be canceled.
3. Account Upgrades, Downgrades and Migrations
Upgrades
When upgrading to a higher-priced hosting plan, we will migrate your account to the new product for free. The data center migration fee is also waived if you choose to move to a new data center during the upgrade process. Upgrades requests are processed and effective only after payment for the package price difference is paid.
Downgrades
When downgrading to a lower-priced plan, the difference between the amount of the current package price already paid over the new package price will be placed on the billing account as a service credit. Refunds will not be issued and a $25 downgrade migration fee will be charged. Please contact the sales or billing department if considering an upgrade or downgrade to determine what options are available as well as cost.
4. Price Adjustments
To remain competitive, we occasionally make changes to our plans and pricing. To have your plan updated to current offerings please contact our billing team and we are happy to make those adjustments.
5. Cancellation
If there is an issue with your account or support, we'd be happy to resolve any questions or concerns you may have. Please feel free to submit a support ticket with your issue.
All cancellation requests need to be submitted through the client portal the client portal.
6. Refunds
If a request is submitted online (via a ticket AND a cancellation from the client portal) for immediate cancellation within the first 30 days, a full refund will be issued (not so for domain name registrations!). Customers who desire a refund on a prepaid account after 30 days will be re-billed at the regular price. Refunds are not offered for partial months of service.
Accounts that are terminated due to Terms of Service violations are not eligible for a refund. Service credits have no cash value.
Domain registrations, SSL certificates, setup fees, and migration fees are not refundable.
7. Billing Errors
If you discover an error on your invoice please notify us as soon as possible by either calling or submitting a ticket. We will honor invoice errors as long as we are notified of them within 90 days. If more than 90 days have elapsed we may decline the refund request. If a refund is in order it will go onto your account as a service credit to be used on a future invoice.
8. Chargebacks/Payment Reversals
If at any time you have questions or concerns regarding a charge from us, please contact us by submitting a ticket. Any received chargebacks will incur a $50 investigation fee on the associated billing account. Webhost.Berlin/BASIC Networks may reject the future use of credit cards from an account for which a chargeback has been previously issued. Upon receipt of a chargeback or credit card or PayPal payment reversal, the account related to the payment may be suspended and/or closed.
