Because each location has very different realities in terms of networking, hours and staffing policies, with their own SLA's, it is not possible to provide a flat reimbursement rate that is identical everywhere. Review our Service Level Agreement for each location. Please note that we only give credit for services that are being renewed.
Reseller plans
Our reseller plans are available under a few conditions, the main of which being to own 5 active servers or more in the same location or region. Once again, because each location has very different realities in terms of networking, bandwidth and hardware costs, it is not possible to provide a flat rate that is identical everywhere. For this reason, customers who wish to benefit from the reseller rebate must contact a Sales agent via our support system, after already having purchased 5+ servers. You may also make a general Sales inquiry here.
No Refund Policy
The Client expressly acknowledges and agrees that all payments made for hosting services, servers, virtual private servers (VPS), dedicated servers, domain registrations, licenses, and any other digital services provided by the Company are non-refundable, whether in whole or in part, once the service has been activated or provisioned.
This policy applies without limitation to the following cases:
* Failure or refusal of the Client to use the service after activation.
* Voluntary cancellation of the service for any reason.
* Suspension or termination of the service due to violation of the Terms of Service.
* Service interruptions caused by third-party providers, force majeure events, or technical upgrades.
* Abuse, misuse, or any illegal activity conducted by the Client.
The Client understands that hosting and server services are digital, instantly provisioned services, and therefore the right to a refund is automatically waived upon service activation.
Under no circumstances shall the Company be obligated to refund any fees paid, regardless of whether the service has been used or not. Completion of payment constitutes full and irrevocable acceptance of this policy.
* Notice: The Company reserves the right to amend this policy at any time without prior notice. Clients are responsible for reviewing the Terms and Conditions periodically.
Server delivery times
Servers are usually delivered between 1-3 business days from payment confirmation*. Some locations may take a little longer, particularly with Tier 3-5 locations. The day of your payment does not count as a business day.
Generally, technical support requests should be addressed to the e-mail/ticket system. Note that our staff is limited during the week-end and Holidays. Answers will still be made in order of arrival, but may take a little longer to process, depending on the amount of requests received.
Ticket support ETA
The ticket system is enabled 24/7. This does not mean that you will receive an immediate response. Tickets are treated in order of arrival and of latest answer. This means that frequently bumping your ticket by repeated queries will potentially slow down your response time. Please note that tickets are not to be seen as live chat, and immediate responses are very rare.
Re-installation fees
Unless your server comes with one of our management consoles (limited to certain European locations), an OS re-installation fee of $35 will be charged at our discretion.
Licenses and panels
When you purchase a server from ZTO Digital Solutions, you have the option of choosing a Linux or Windows install, as well as multitude of control panels. Some of these add-ons have a cost attached to them, while others don't.
As a general rule:
* If you are opting for a Linux distribution, there are no OS costs whatsoever. Any costs incurred are for extra panels, which will then come with an activated license.
* If you are opting for a Windows OS, you are paying for the Windows License. Any costs incurred are for extra panels, which will then come with an activated license.
