Terms of Service (TOS)

The following is the entire Acceptable User Policy (“AUP”) agreement between CarmenHost™ and the personal or corporate account holder (“You/Your/Customer”).

CarmenHost™ provides Web Hosting, Digital Marketing, and Web Development services. CarmenHost™ has certain legal and ethical responsibilities consisting with the use of its servers and equipment involved in these services.

Our general policy is to act as a provider of Internet presence. CarmenHost™ reserves the rights to suspend or cancel a customer’s access to any or all services provided when we decide that the account has been inappropriately used.

– Account Setup:

We will setup your account after we have received payment and we and/or our payment partner(s) have screened the order(s) in the case of fraud. It is your responsibility to provide us with an email address which is not @ the domain(s) you are signing up under.

If there is ever an abuse issue or we need to contact you, the primary email address on file will be used for this purpose. It is your responsibility to ensure the email address on file is current or up to date at all times. Providing false contact information of any kind may result in the termination of your account. In

In high-risk transactions, it will be necessary to provide government issued identification and possibly a scan of the credit card used for the purchase. If you fail to meet these requirements, the order may be considered fraudulent in nature and be denied.

– Cancellations:

The customer is free to cancel their account at any time by contacting our Billing Department Team, with their account information. Similarly, We reserve the right to cancel any account at any time, for any reason, including, but not limited to, a breach of this Agreement or the AUP.

– Content: 

Certain types of content are not permitted on our network per our terms of services. This includes, but is not limited to: copyrighted material(hosted/linked), the material we judge to be threatening or obscene, unlicensed software or files, or material protected by trade secret and other statutes.

Unacceptable material on all our web hosting services:

  • Porn, Beastiality, & Child Pornography materials
  • IRC Scripts
  • Proxy Scripts
  • Warez software
  • File Hosting Scripts & Backup of Files.
  • File / Image / Torrent Hosting Service.
  • Mail Bombers / Spam Scripts
  • Phishing Webpages
  • Rapidleech
  • AutoSurf/PTC/PTS/PPC sites
  • IP Scanners
  • Bruteforce Programs/Scripts/Applications
  • Banner-Ad services (commercial banner ad rotation)
  • File Dump/Mirror Scripts (similar to Rapidshare)
  • Sale of any controlled substance without prior proof of appropriate permit(s)
  • Prime Banks Programs
  • Lottery/Gambling Sites
  • Hacker focused sites/archives/programs
  • Sites promoting illegal activities
  • Forums and/or websites that distribute or link to warez/pirated/illegal content

If you are uncertain whether the usage of your website falls into any of the above categories, please contact our Sales Department directly for further clarification.

– Abuse of CPU Resources:

Including but not limited to employing applications which consume excessive CPU time, memory or storage space, Chat/IRC/Shout Box, web proxy, & paid to click scripts are not allowed on our network under any circumstances.

Image hosting where our servers are used to store and serve images. Sites which may use a high percentage of CPU or Memory (12%+) usage will be notified for three days before suspension.

In any case, involving unauthorized parties and the client’s shared hosting account utilize excess CPU resources, then the client will be responsible for stopping all affected applications until the source of the problem is found and corrected.

We will have all rights to disable all services until the client can perform such an investigation. If the technical support of CarmenHost™ is required for the investigation, the client will be charged at 25$/hr for such services performed, if such services are not included in the client’s current service package.

The security of your cPanel, WHM, FTP, email accounts and billing systems are your responsibility. We recommend your password to be at least 8 characters and contain a combination of at least an upper-case alphabet, a lower-case alphabet, a number and a symbol.

– Account Security:

The security of your cPanel, WHM, FTP, email accounts and billing systems are your responsibility. We recommend your password to be at least 8 characters and contain a combination of at least an upper-case alphabet, a lower-case alphabet, a number and a symbol.

All scripts must be kept up to date (this includes extensions, plugins and themes) or otherwise be secured against unauthorized intrusion or hacking. In the event we are made aware of an account that has been compromised or hacked, we may immediately suspend the cPanel account pending a full investigation.

While we do assist in patching of compromised websites under our Best Effort Support, we reserve the right to charge a fee at an hourly rate of $50/hour or refuse assistance completely at our sole discretion.

Suspension & Termination:

You agree to comply with these Terms and Policies. Any violation of either, these Terms and Policies or the other rules, regulations or policies noted on our website may serve as cause for CarmenHost to suspend or terminate your account.

We will at all times notify you first so you can remedy the issue, however depending on the severity of the situation we may have to suspend your account first.

Resellers’ Responsibility:

In the context of this section of the Terms of Service, Resellers are defined as clients who are providing hosting via their accounts to third parties (termed “clients”).

Resellers are responsible for directly supporting their clients. In the event Resellers are uncertain of how to support their clients, feel free to open a ticket with our Technical Support Department for assistance.

Resellers are responsible in ensuring that their clients adhere by our Terms of Service as well as other related policies.

Billing Term:

Discounts are given for longer Billing Terms. These discounts are given by virtue of the fact you are committing to a longer Billing Term. If you decide to switch to a shorter Billing Term mid-way through your original commitment, the rendered service will be charged at the price of the shorter Billing Term and remaining amount will be re-added as credits onto your account. Refund for unused period of hosting is subject to our Refund Policy.

Promotions:

Accounts purchased under a promotion may be subjected to different package offerings than what is stated on the website. Any difference from the actual package offerings will be specifically mentioned along with the promotion clause. If in doubt, please contact our Sales Department for clarification.

Refund Policy:

If you are unhappy with any aspect of our service, please contact our Billing Department which will attempt to rectify the situation. If the issue cannot be fixed, you are entitled to a unconditional refund within the first 30 days of service. No refund will be provided past the 30 days period. Violations of our Terms of Service will void the Refund Policy.

Only first-time accounts are eligible for a refund. What this means is if you had signed up with us for more than 30 Days or if you had requested for a refund before, then you will not be eligible for a refund.

Similar to other providers; Dedicated Servers, VPS Servers, Domain Names  are not covered under our Refund Policy.

– Cancellation Procedures:

Cancellation requests must be submitted through our Client Area. To do this, navigate to Services > My Services and select the service that you want to cancel. Click on the “Request Cancellation” link under the Actions category. You must complete and submit the form. No other form of cancellation will be accepted.

Choosing an immediate cancellation means your service will be terminated with 24 hours of submitting the form. Please further note that it is your responsibility to cancel any PayPal subscription that you may have setup.

– Affiliates:

You may not spam or advertise in areas or sections of websites that breach the rules of the displaying site. The affiliate system may not be used to receive a discount on packages ordered for yourself.

Any credit or earnings we deem to be suspicious will be removed without warning and not re-added. Affiliate funds are paid out after a 60 days holding period to combat fraud and to allow for our moneyback period.

– Backups:

You agree to take full responsibility for data hosted on your account and to maintain backup of data that you host on CarmenHost’s servers. While CarmenHost does maintain backups of your data (via R1Soft) on our Shared Hosting, Reseller Hosting and Cloud Hosting platforms and provide a R1Soft plugin in cPanel for convenient access to the backed up data, they are not meant to replace your own backups as the R1Soft backups we carry out are solely meant for administrative purposes in the event of a disaster recovery.

There is no single backup system that is not susceptible to failures and although we are using some of the best measures in the industry such as implementation of Hardware RAID-10 on all of our servers and having R1Soft Remote Backup (30 Restore Points) in place, we cannot accept any responsibility should backups be unavailable for any reason including but not limited to software issue, data corruption and hardware failure. We strongly recommend and encourage clients to maintain their own regular backups onto their own computers.

Dedicated Server services are not backed up by CarmenHost, unless the R1Soft Remote Backup add-on is selected during checkout.

– Disputes:

You agree that any dispute between you and CarmenHost arising out of your use of the Service on in any way based upon your subscription to and/or use of the Service which cannot be resolved between you and CarmenHost will be submitted by the aggrieved party for binding arbitration under the auspices of the Singapore law.

In the event of any dispute, we will appreciate you working with us to resolve it. We are a company that emphasizes a lot on customer service and we will always try our best to accommodate your requests so long as they are reasonable. However, if a threat is made to us, we reserve the right to cease communication or refuse service.

– Privacy:

CarmenHost will not provide names, addresses, telephone numbers, email addresses, or other personally identifiable information on any Subscriber to any third party without prior permission from that Subscriber, or as required under an appropriate court or administrative directive, including a facially valid subpoena, or as necessary to render the Service.

In the event of a payment dispute / chargeback initiated by the Subscriber, whereupon the filing bank or payment processor already has the Subscriber’s details, CarmenHost reserves the right to file further data in order to resolve the dispute. This includes IP Access Logs and Ticket History to prove the Subscriber had been utilizing the Service.

If you are a Subscriber who has billing concerns, we urge you to work with our Billing Team to resolve the issue amicably rather than filing a payment dispute / chargeback.

CarmenHost may provide aggregate data on Subscribers to third parties in the operation of CarmenHost’s business.

– Amendments

CarmenHost reserves the right to amend its policies at any time without prior notice.

Last updated on 3rd June 2017