Arcos Host Service Level Guarantees
14 DAY MONEY BACK GUARANTEE
If, for any reason, you are dissatisfied with our hosting services, we will refund your hosting fees at any time during the first 14 days after you have signed up for an account with us. You can email us at firstname.lastname@example.org and receive full refund for your hosting plan within the 0-day money-back period.
Please, NOTE that domain name registrations are final and non-refundable. As changes are no longer allowed after a registration request is submitted, you should always check for correct spelling before purchasing a domain name.
Free Domain Policy
If your hosting plan comes with a free domain through Arcos Host and you cancel within the first year, please note there is a non-refundable domain fee based on the regular cost of the domain, which can be found in your control panel, plus any applicable fees, for the domain name. The fee not only covers our own costs, but it ensures that, even if you’re dissatisfied with your experience at Arcos Host, you won’t lose your domain name. Upon payment of the domain fee, you’ll be free to transfer it or simply point it elsewhere. Please note, however, that newly registered domains cannot be transferred to another registrar during the first 60 days of the registration period. If you elect to renew your domain name, you will retain ownership of the domain name until the end of its registration period.
Special Intro Offer & 14-Day Money-Back Guarantee
The promotional price is for the first term only and plans renew at the regular rate.
Your satisfaction is our top priority and we’re confident you’ll be pleased with our services. Still, if you try us and decide your account does not sufficiently meet your needs, you can cancel within 14 days for a refund as follows:
If you cancel within 14 days you’ll receive a full refund on your hosting service only. The money-back guarantee does not apply to most add-on products, such as domains, given the unique nature of their costs.
If you cancel within 14 days and your plan includes a free domain, there will be a fee to retain that domain. Arcos Host will deduct a non-refundable domain fee from your refund, at the regular cost of your domain.
Arcos Host does not offer any refunds for cancellations that occur after 14 days.
99.9% Network Uptime Guarantee
Arcos Host guarantees that your website(s) will be up and running at least 99.9% of the time during any 12-month period. This guarantee includes network and server uptime. However, we cannot be held responsible for upstream problems outside of our network and areas where Arcos Host has no direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar problems with subscribers’ domain names, routing problems between a client’s location and our data center. The uptime guarantee is also not applicable if the service interruption was caused by a natural or unnatural event that is not directly under the control (or jurisdiction) of Arcos Host. Arcos Host may temporarily deny or terminate the Service upon client’s failure to pay their charges at due time.
Arcos Host guarantees 99.9% network uptime and server stability. This, however, does not refer to problems stemming from:
a. Server Hardware Breakdown.
b. User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down, Arcos Host is not responsible for the downtime).
c. Failures due to software that is not explicitly supported by Arcos Host. Consequently, if a hardware crash provoked by the customer happens, Arcos Host has no responsibility for the resulting downtime.
Network Outages or Unexpected Downtime is any unplanned or unexpected interruption in the network availability due to hardware, software, network connectivity or data center problem, during which a 100% packet loss is experienced.
Scheduled Downtime is any scheduled interruption of the services for the purpose of network software/hardware upgrades, or replacement of any network equipment in order to be provided better service for the customers. Scheduled downtimes occur within pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news section minimum 24-hour in advance.
SUPPORT RESPONSE GUARANTEE
Arcos Host guarantees 24/7 support available 365 days per year. Support is available via our online Contact Us form, via our phone lines and live chat, and the web hosting control panel integrated ticketing system. Each ticket is replied to within no more than 60 minutes after it has been opened.
Dedicated 24/7 Support For All Customers
- 24/7 Ticketing support with 25 minutes average reply time