Indemnification
You shall defend, indemnify, and hold harmless us, our affiliates, parents, subsidiaries, any related companies, licensors and partners, and each of our and their respective employees, officers, directors, agents, contractors, suppliers and representatives from all liabilities, claims, and expenses, including reasonable legal fees, that arise from or relate to Your (or any third party using Your Account or identity in the Services) use or misuse of, or access to, the Services, Content, or otherwise from Your User Content, violation of these Terms of Service or of any law, or infringement of any intellectual property or other right of any person or entity. The indemnity does not apply to the extent that we cause or contribute to our own loss or damage. We reserve the right to assume the exclusive defence and control of any matter otherwise subject to indemnification by you, in which event you will assist and cooperate with us in asserting any available defences. This clause survives the termination or expiry of this Agreement.
Domain Name Services
We are an authorised reseller of domain names. We do not warrant that any domain name you apply for, can or will be registered. Accordingly, you should not act on a domain name application until you have been notified that your requested domain name has been registered. Both your registration of a domain name, its ongoing use and renewal are subject to the relevant auDA Policy Rules (http://www.auda.org.au) and the terms of use of the applicable domain name registrar. You are responsible for reading and complying with those rules and terms of use.
We are not liable for and you irrevocable release us from all claims and loss you may have, suffer or incur in connection with a domain name you order and use through us. We have no responsibility to resolve a dispute between you and your domain name provider. We are not obliged to renew your domain name if you have not selected the domain name auto renewal option in our Website or you have not paid the renewal fee in advance using the method specified by us. We are not liable for any loss or damage suffered or incurred by you for the non-renewal of your domain name. If this agreement is terminated, but you do not transfer your domain name registration to another registrar, you agree that we may still contact you in relation to the renewal of your registration. We will not however be liable for failing to do so.
Billing
By the account activation date of each month, TECHBUG shall either:
(i) debit the users credit card (when such information has been provided by the member); or
(ii) deliver, by e-mail or regular mail.
An invoice in accordance with the applicable Service Fees for Services rendered for the current month.
When an invoice is delivered to the member, payment shall be remitted to TECHBUG by no later than the specified payment due date. TECHBUG shall be entitled to immediately terminate this agreement for member’s failure to make timely payments. You will be provided with an invoice on a monthly basis. All credit cards are billed automatically on a monthly basis. It is the member’s responsibility to ensure that they have sufficient credit to cover this transaction. In the event that there is insufficient credit, we will send an e-mail notification, at which point we will need to be provided with another credit card account number within 24 hours. If we do not receive a response within 24 hours, the account, and all accounts under that account plan, will be suspended.
Removal of payment details from the hosting account will result in the account closing.
Any support desktop, cPanel, hosting, domains, web work is all billable. Failure to pay will result in a suspension or termination of services.
Refunds & Chargebacks
We do not refund partial fees to Web Hosting accounts. All Web Hosting account cancellations must be submitted 14 days before the next billing cycle.
Cancellation requests for dedicated services must be submitted and confirmed 30 days in advance. See Cancellation policy.
Only the authorised account holder or a authorised contact may cancel the account. Authorised contacts are appointed only by the account holder.
In the event of cancellation, member will automatically be billed for any excess usage during the then-current calendar month.
We do not refund fees for Microsoft / Google services. All Microsoft / Google service account cancellations must be submitted 14 days before the annual billing cycle.
Credit card or PayPal charge backs will incur a fee of $75 to be reinstated. Services that incur charge backs will be permanently deleted and purged from our servers
Member’s must submit written letter to cancel a Service.
Abusive behaviour, Threats will result in immediate cancellation of the Service.
You can not request a refund if you have not given Techbug proper written notice of cancellation of your service.
Non payment of any support services across any our associated companies will result in a termination of service.
In the case of a dispute we will refund the payment on agreement that payment is made for services and support rendered. An invoice will be re-issued. Refunds are processed via Bank details.
If you opt for using a payment refund you will incur a charge back fee and we are unable to verify the status of the refund once Stripe, Paypal, eWay, Gocardless have processed the refund.
To ensure a smoother refund a bank to bank transfer is always preferred.
Failure to Pay
TECHBUG may temporarily deny Service or terminate this Agreement upon the failure of Subscriber to pay charges when due. Such termination or denial will not relieve Subscriber of responsibility for the payment of all accrued charges, plus reasonable interest and any collection fees
Threats and abuse will result in legal action and termination of services
Legal
All abusive behaviour and harassment will be reported to our legal representatives.
Any fee’s incurred will be charged back to the harassing parties.
Service Fees
Certain Services carry a setup fee charged by TECHBUG to member, which must be paid by member in order to have use of said Services. If member terminates this agreement, member shall be responsible for any and all outstanding fees owed to TECHBUG and agrees to pay any and all fees incurred by member. Because the Services are provided on a monthly basis, the member will be responsible for Service fees incurred each month, regardless of when member provides notice of termination. Thus, for example, if the member provides notice of termination on the 15th day of a particular month, the member will be responsible for Service fees for the entire month, and such fees will not be pro-rated or refunded.
Accounts that are more than seven (7) days past the due date will automatically attract an overdue fee which will be payable on top of the invoice amount.
Accounts that are more than seven (7) days past the due date will be automatically suspended in additional to any outstanding fees may apply to have the Service restored.
Accounts which are not paid in full within fifteen (15) days of the due date will be automatically deleted & purged from our servers.
Payment Confirmation and Services
Payments take 3 – 5 days to clear our merchant facilities.
New customers coming through our online sales portal will only have their orders created and activated once we can confirm your initial payment.
Customers coming through our business associates have their services created and activated on acceptance of our quote which is also our contract.
Technical Support
All support is billable in 15 min increments.
Setting up Email accounts in cPanel and any devices, Diagnosing and resolving connection faults not related to the server.
If you lock yourself out of our services via an IP Ban – This is unlocked free of charge.
Off-Boarding of Services
In the event of a dispute We will provide you where relevant your domain details, any logins that are not part of Techbug’s owned Infrastructure or Partner Systems. The gaining I.T Provider must provide new name servers and transfer hosting and domains no other support is provided.
DNS and cPanel access where applicable depend on how the client has been setup.
All details if available are within the client portal.
Where you have chosen a new supplier Techbug will work with the new I.T Supplier to ensure a smooth transition of services.
All handover requests must be handled by the support centre via email and are prioritised in our job queue.
Allow 24 – 48 hours for handover. Abuse from your new I.T provider is not acceptable.
Cancellation Policy
All cancellations must be given 30 days in advance, in writing within business hours Mon-Fri 9am – 5pm.
Any licenses that are paid monthly and renewed annually;
a. Must be paid out to the remaining term.
b. You may continue to pay the licenses until the termination date. We will cancel the renewal and let them lapse.
Failure to notify us in time and not pay for licenses will in the full payment for the remaining term or/and pursue debt collection – legal action.
