Canceling your Internet services
Canceling
your Internet service is easy. All you have to do
is notify us that you wish to cancel.
Cancellations MUST be verified by us to be accepted.
Simply leaving a message on our voice mail does not
constitute your service cancellation. We must
personally verify you with your account to accept your
cancellation.
Please see our
terms and conditions for a complete description of
our cancellation policy.
Cancellation policies
incorporated into special service contracts supersede
these policies.
Get it in writing!
There is nothing better to dispute a cancellation than
to have it in writing. Written proof can be in the
form of:
|
1. |
Send us an email to cancel your service.
You must receive a cancellation confirmation
from us via a reply email. Just because an
email to us is in your "Sent Box" doesn't mean
that we got it. Our email addresses can be
found by
clicking here |
|
2. |
Send us a letter with a self addressed stamped
envelope requesting confirmation of your
cancellation. You can find our mailing
address by
clicking here |
|
3. |
Fill in the form at the bottom of this page and
follow the instructions. |
You will receive full refunds for any extra charges
that may have accidentally occurred, if you have written
proof of cancellation and we then continued to bill you.
Past due accounts:
Past due
accounts may not be cancelled until brought current.
Past due accounts will incur continued charges until
brought current at which time you may request to cancel
your service.
Your service will be billed accordingly by us until you
cancel it, no exceptions. Past due accounts may
become inactive until brought current and will still
continue to be billed as normal until brought current.
We reserve the right to make service unavailable to
non-paying customers, yet still continue with new
charges until an account is brought current.
Refund Policy:
| Accounts billed
monthly are not eligible for refunds.
|
| Accounts billed
annually and semi annually can receive refunds
for early service cancellation under these
terms. 1) There is a $20 refund fee; 2)
Your account will be back-billed at full rate
and then the remainder will be calculated and
then refunded; 3) partial months are not
credited |
| If you pay us
by credit card, you must notify us at least 5
days prior to the next billing period as this is
when we batch credit cards for processing.
Once batched, we cannot reverse a credit card
charge. Call us to find out when your
billing period ends. It will be on the
3rd, 10th, 17th or 24th of the month. |
| Never request
your credit card company to reverse a charge, we
always win that battle. Also, by reversing
a credit card charge you are accusing us of
falsely charging your credit card, which would
constitute a felony on our behalf. We
would have no other choice than to file
appropriately against you to protect ourselves
from this allegation. We have simple,
common sense policies that are easy to
understand and follow. |
| We refund when
it's due, with the appropriate amount and we do
not refund when it's not due. |
| |
Please note some common misconceptions:
| 1.
|
Canceling your DSL
circuit with Qwest, or moving your DSL to
another Internet provider does not cancel your
DSL service with us. You MUST contact us
if you wish for us to stop billing you for your
DSL Internet access. |
| 2.
|
Web hosting
continues until you request us to stop.
Your selling of your domain name, web site or
company does not constitute cancellation of web
hosting services. Allowing your domain
name to expire does not constitute termination
of your hosting agreement with us. |
| 3.
|
Lack of using your
dial-up account is not terms for receiving a
refund. Your dial-up account will stay
active and available for your use until you
cancel that service with us. Refunds are
not possible just because you did not use it. |
| 4. |
Your inability to
use your account due to system errors on your
part does not entitle you to a refund of
services. If you are having trouble with
your service please contact us right away.
We will respond to your technical support issues
according to our technical support guidelines.
If you get our voice mail and you do not leave a
message, then we do not know that there is a
problem. If you leave a voice mail for us
and we cannot get a hold of you via your return
information, it is not our duty to continue
trying until you answer. We cannot help if
you do not have voice mail and we get a busy
signal when we call and we will not waste our
time by continually calling you. Please do
your due diligence and call us back. |
| 5. |
Calling and saying
"I called you a long time ago and canceled your
service" does not cut it. If we can't find
written proof, such as an email trail or putting
notes in your account, then we cannot verify
your cancellation and we will not honor any
cancellation date other than the current day
that you are calling. We are not a large
company that loses customers in the shuffle.
We know every one of our customers and we keep
close track of account changes. Under no
circumstances will refunds be given if you try
this. |
| 6. |
For the most part,
leaving a message for us (if you get voice mail)
should be enough to cancel your service, but
don't rely on it. Oh so many times people
leave messages for us that are garbled.
Many times there is not enough information left
by the caller to find an account and the phone
number left by the caller is not clear, leaving
no way to cancel an account. This may be
why item 5 above is common. If you leave a
message, be sure to call back at a later time to
verify your cancellation. |
Cancellation request
The following form will
allow you to initiate a cancellation request. Your
cancellation is not guaranteed unless you meet our
cancellation guidelines and until we can respond to your
request. This request will be time-stamped.
We will use the time stamp as the cancellation time as
long if you meet our cancellation guidelines.
|
