Every web hosting plan comes with a money back guarantee, 99% uptime guarantee, and is fully guaranteed by the owner himself. If you ever have a problem with the regular support, just ask that your ticket be assigned to Jason or Marius, our directors, and they will personally take the time to give you the premium attention that you deserve.
Money Back Guarantee
If for any reason you are unsatisfied with our service within the money back guarantee period, simply notify us and you will be given a complete refund for any hosting fees charged. No advanced notification required, no paperwork, no red tape, no catches whatsoever. A 30 Day Money Back Guarantee applies to the hosting services only.
A 30 Day Money Back Guarantee applies to the following services only:
- Shared Web Hosting
- Reseller Hosting
A 15 Day Money Back Guarantee applies to the following service only:
- VPS Hosting
Please Note: The money back guarantee does not apply to domain name registrations/transfers/renewals.
99.9 % Uptime Guarantee
If your site isn't available 99.9% of the time within a given month, we will give you a pro-rated credit for the time.
While we rarely have server issues that result in downtime, we admit that short lapses in service can happen. When they do, you shouldn't have to pay. Which is why we drafted our unique 99.9% Uptime Guarantee. Many hosts offer "uptime guarantees" but make no mention of what happens if they don't meet their posted uptime figure. We stand behind our network reliability by offering you a pro-rated credit for any downtime outside of our guaranteed window.
Please note that this guarantee applies only to unscheduled outages. Occasional planned server/network maintenance may be necessary. In all but the most urgent cases, we will send out an email notifying customers of maintenance that is to be performed. When notice is sent at least two hours prior to service interruption, the outage does not qualify for our uptime guarantee.
Service credits are calculated as follows:
Between 0 minutes and 45 minutes downtime per month (100% - 99.9% uptime) : No credit
Between 45 minutes and 3 hours 30 minutes downtime per month (99.9% - 99.5% uptime) : 5% credit
Between 3 hours 30 minutes and 7 hours 15 minutes downtime per month (99.5% - 99% uptime) : 10% credit
Between 7 hours 15 minutes and 14 hours 30 minutes downtime per month (99% - 98% uptime) : 15% credit
Between 14 hours 30 minutes and 1.5 days downtime per month (98% - 95% uptime) : 25% credit
Greater than 1.5 days downtime per month (less than 95% uptime) : 100% credit
Please Note: Service credits issued for downtime are issued in the form of credits to your account, and will be automatically applied to future invoices. Cash refunds will not be issued as a result of downtime. Site availability guarantee does not include downtime that is out of Elitehost's control, including but not limited to: upstream network outages, internet backbone congestion, outages caused by acts of god, and facility power failures. Account must also be in good standing & not in violation of our Terms of Service or Acceptable Use policies. Credits must be requested within 72 hours of downtime.
24-Hour Support Response Guarantee
If you don't hear back from a team member within 24 hours, we will credit your account.
Any support request that is submitted through our specified support channels is guaranteed to receive a response within 24 hours. Please note that this does not mean that our average response takes 24 hours (it is, on average, usually within minutes.) If a response is not given within 24 hours, a R10 credit can be requested (per ticket).
Please Note: Support response guarantee does not include billing, sales, and abuse emails. Support response guarantee does not guarantee resolution within 24 hours, merely a response from a human (non-automated response). Total credits in a given month cannot exceed 100% of customer's hosting fees for the account which the requests were in reference to.