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- Who are we?
Good4Web.com is the trading name used by
Blueteq Ltd, Suite 1, 3 Crawters Lane, Petersfield, Hampshire. GU32 4AD. United Kingdom (UK).
to provide web hosting and other services.
All postal correspondence should be directed to the above address. For a quicker response please always use email us through our contact page or lodge a support a ticket with our helpdesk via www.good4web.com.
- Our Services – we provide the services as specified in the description of the option that you signed up for. At this time these include:
- Web hosting – we provide space on our servers for you to locate your web site
- Email – we provide the facility for you to be able to send/receive email from any PC.
- Domain registration – we provide the facility for you to register the domain name of your choice. We can also transfer a domain that is already registered to you to our preferred domain registrar.
- Related web hosting services included in all packages:
- DNS - we will provide the DNS facility that will enable your web site to be found when your domain name is entered in a browser
- FTP – this allows you to upload your web site to the space we provide. It can also provide a secured area for you to store documents for subsequent download
- Optional Web Hosting services – we provide a number of optional web services that can be purchased separately or are included in some packages. These include:
- MS SQL databases
- MySql databases
- PHP
- Python
- ASP.NET
- Frontpage Extensions
- Web design – we are able to provide you with a web site to your specification.
- Application development – we develop web-based applications to your specification that can support your business.
- Our Commitment to You – you should expect us to provide the service that you have paid for and we will do our best as follows:
- Provision of service – we will make every reasonable endeavour to provide the service that you have requested. In the case of web hosting and related services this means that these function correctly and are available to you on a continuous basis. However, there can be factors that are beyond our control that can affect the provision of these services:
- In-house technical problems – hardware/software failure, loss of Internet connectivity etc., As soon as we are aware of any issue we will work as quickly as we can to resolve it. We will keep you informed of the latest progress regarding the problem either personally or via www.goodweb.com.
- Local technical problems – these include hardware/software issues and loss of internet connectivity in your home. We will try and advise you where possible but we do not accept liability for any failure outside of our local area network.
- Communication – we endeavour to respond to any enquiry within 24 hours of it being received. Enquiries received by postal mail may take longer. In some cases where we require more time to seek an answer to an enquiry our communication with you should clearly state a timescale for any subsequent response.
- Resolution of disputes – It is our wish that you will satisfied with our service but should things go wrong we will follow the process of
resolution as described in paragraph 5.
- Your Commitment to Us – whilst you should expect us to deliver the service you ordered,However, we need you to help us to help you in the following ways:
- Payment – you should make every effort possible to ensure that the correct payment reaches us on time.
- Communications with us – you may write, email, phone or log a request via our on-line support desk. You may find it more convenient and receive a quicker response if you use either email or the support desk in the first instance. Whilst we are in correspondence with you we would ask that you check your email and your control panel regularly.
- Treat us as you would like to be treated – no matter how frustrating your problem might be we would ask that you do not verbally or otherwise abuse our staff. If you do so we reserve the right to decide to cease providing services to you and refund any outstanding money using a “pro-rata” calculation.
- The Resolution Process – naturally we would like to think that you will be satisfied with our service. However we understand there will be times when things go wrong and this is the process to follow that should find a resolution:
- Contact us – email us via out contact page. Please describe the nature of your complaint. Please make sure to include the names of those you dealt with and forward any relevant emails.
- We will contact you within 24 hours – we will try and give you an answer that will hopefully satisfy you or, if we need more time, a timescale when we will be responding with an answer. We may decide that we need to speak with you on the telephone as one conversation can replace many emails and aid resolution.
- Still not happy? – if we are unable to resolve the issue to your satisfaction we will offer to make a refund of the outstanding money due using a “pro rata” calculation. We will only offer a refund if you have co-operated in this resolution process.
- Acceptable Usage of our Services – we believe that the vast majority of our clients will use our facilities in a legal, thoughtful and decent way. However the following fall outside our definition of “acceptable use”:
- Illegal activity – any use of our services that involves an infringement of any UK law.
- Pornographic material of any kind – we reserve the right to define what is meant by “pornography”.
- Excess usage of defined resources – where the word “unlimited” is used in relation to a resource we would expect not to place any limitation on it. However, if we feel that a client’s excessive use of any service endangers the availability of that service to other clients we will take immediate steps to limit the resource in question and inform the client that we have done so.
- Email Usage – the provision of email services to our clients is limited to normal usage only. Any attempt to use our servers for the purposes of “spamming” or the sending of bulk junk mail will result in the immediate suspension of the responsible email account. We will immediately inform the client of any action taken.
- We reserve the right to suspend/cancel any service for any reason. We will however inform the client affected and offer an outstanding outstanding “prorate” refund if applicable.
- Cancellations – we believe that whilst we do not wish to lose any client that circumstances and requirements change. If you wish to cancel your contract with us we will ask you follow this process:
- Email your wish to cancel to customerservices@goodweb.com. Please be sure to include your name and account number in this communication.
- We will reply asking you to confirm to us that you have taken back-ups of all of your data.
- We will then reply giving you a date for the removal of your account and associated services.
- We will refund any money on a “pro-rata” basis for services not used after the cancellation date but excluding the cost of domain registrations connected with that account.
- Domain registrations – you will be offered the choice of leaving the domain name registered with our preferred registrar or transferring it to another registrar:
- Leaving it with us: - your account will remain active so that you can maintain its DNS settings or change the name servers. You will be invoiced by us when its renewal becomes due.
- Transferring it to another registrar – you will be able to transfer it using the “Register Domains” icon but this will incur a fee of £15 + VAT per domain.
- Refund Policy – if we have agreed a “pro-rata” refund with a client this will be calculated as follows:
- Annual Subscriptions refunds: we will take the number of whole calendar months left on the subscription and multiply that number by the annual fee divided by 12.
- Monthly fees refunds: in most circumstances this would not attract a refund but no further payments would be taken after cancellation of services was requested.
- Chargebacks – we believe that our resolution and cancellation policies avoid the need for any client to resort to using the “chargeback” mechanism. Please always communicate with us before resorting to this step as a resolution can be found in most cases. We will defend all chargeback claims vigorously and we may ask you to pay a fee for any claim determined as unfair.
- Limit of our liability
- We will not be held responsible for a client’s usage of any of our facilities or the content published using those facilities.
- We will not entertain any third party claim for damages arising from the publication of any litigious content by any of our clients.
- Where we are found to be at fault for any claim for damages where negligence is proven the limit of our liability in relation to the claim will be the total fees collected in the provision of services to the client in question.
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