Hostroute

Our guarantee to you

30 day money back guarantee

Some of our hosting plans are supplied with a 30 day money back guarantee. This includes all the plans sold under the Hostroute.com, Hostroute.co.uk and Hostroute.ca brand names. MyQTH hosting and the free hosting provided by Nameroute does not have a money back guarantee. The full wording of the guarantee (where applicable) is given below:

24/7 support

Hostroute provides true 24/7 support using fully qualified technicians, not overseas call centres. Support is available free of charge via our helpdesk. All servers are proactively monitored to prevent faults occuring.

99.9% uptime guarantee

If your web site down time exceeds this level in any calendar month, we will offer a 5% credit to your account for every hour the site is down. In order to receive credit for your down time, you must submit a request on this form within 30 days of the occurrence.

Conditions:

1. Hostroute will issue a refund to the customers account in the event of a Service Outage due to the failure of one of the following pieces of equipment owned and operated by Hostroute or one of its suppliers; the ATM Network, the LAN or a web hosting server. For purposes of this guarantee, Service Outages shall be defined as 10 consecutive minutes of web site (HTTP) inaccessibility as measured by our independent monitoring services.
2. Hostroute will not be held responsible for Service Outages resulting from equipment not owned or operated by Hostroute or its suppliers. This includes, but is not limited to, Internet NAP failures or congestion (Problems with one specific dial up ISP etc.) and non Hostroute backbone failures. Additionally, Hostroute will not be held responsible for delays in the registration or transfer of a domain due to registry related issues, for outages resulting from malfunctioning customer scripts or applications that are installed by the customer, nor for unusual traffic spikes or "denial of service" attacks on customer web sites.
3. Refunds will be issued upon request by the customer and upon determination that a Service Outage, as defined by this guarantee, has occurred. Refund requests must be made within thirty (30) days of the time period during which the Service Outage took place. Regardless of the number of outages, all refunds are limited to a maximum of one month's hosting service fees and do not include excess usage fees, setup fees or other non-standard recurring charges. Additionally, Service Outages will not include downtime due to Acts of God, nor for outside security breaches. Finally, Hostroute will not be held liable for Service Outage damages resulting in the loss of prospective profits or anticipated sales or as a result of expenditures, investments, or commitments in connection with the business.

Please note that this is not an insurance scheme. We do not cover problems relating to the company that provides your internet connection and we do not cover you for attacks by hackers,denial of service attacks or other criminal activities. It is in your own interests to consider business continuity insurance if you rely on your web site for commercial purposes.