Wasted money

My account with Acenet had automatically renewed on November 10th. On November 24th, we had the “corrupt drive” incident where I lost all of my account settings, had almost a week of downtime, etc.

Then there was the downtime and sheer unusability a couple of weeks back. I was able to FINALLY get a full backup of my site 7 days after they started moving it. 7 DAYS?!?

I opened a ticket with them about an hour ago asking to close my account and refund my remaining balance. They apologized that it didn’t work out, asked if there was anything they could do to keep me, and pasted the account termination instructions.

Get this. Here are some snippets from thier Terms of Service:

Service Level Guarantee
Acenet guarantees a 99.9% up time service level. If you are unable to obtain 99.9% access to your website, Acenet will, on an as-requested basis, issue a pro rated credit to you for future services conditional upon your submission of proof that 99.9% up time was not achieved as documented by an industry recognized and reputable third party monitoring service such as that of Alertra.com service. This guarantee shall not apply in the event of Force Majeur (as described below), scheduled maintenance periods, inability to access applications or scripts running on the server or if customer’s account is not in good standing at the time of the outage.

30-Day Money Back Guarantee
If you are not completely satisfied for any reason within the first 30 days of purchasing a hosting or reseller plan, you will be given a full refund of the fees paid in advance upon plan cancellation. The 30-Day Money Back Guarantee is only available to new customers and cannot be invoked by anyone who has ever previously been a customer of Acenet or has been a customer of Acenet for over 30 days. The following services are not covered by the 30-Day Money Back Guarantee and are non-refundable for any reason: additional items and services; domain name registration; dedicated servers; virtual dedicated servers; plan renewals; plan upgrades; plan term extensions; SSL certificates; and overage fees. To invoke the 30-Day Money Back Guarantee, you must cancel your plan exactly as outlined in the “Termination by Customer” section of this agreement within 30 days of purchase. THERE ARE ABSOLUTELY NO REFUNDS OFFERED, PROMISED OR AVAILABLE AFTER 30 DAYS OF PURCHASE.

Refunds
Refunds are only available in accordance with the 30-Day Money Back Guarantee. THERE ARE ABSOLUTELY NO REFUNDS OFFERED, PROMISED, OR AVAILABLE OUTSIDE ACENET’S 30-DAY MONEY BACK GUARANTEE.

Then how do they plan on holding up their 99.9% uptime guarantee? They give you a credit so you’re stuck with their crappy service for longer…

Termination by Customer
All plans automatically renew until terminated. In order to terminate or cancel your plan, you must submit the online account termination form at https://ace-host.net/TerminateAccount.html. Any attempts to cancel by phone, email, live chat, or any other method will be rejected and billing will continue until these instructions have been followed. Please be aware that there are absolutely no refunds available outside the 30-day money back guarantee. Termination requests must be received a minimum of SEVEN (7) days prior to the end of your plan’s term to prevent automatic renewal . If a plan has already been renewed, there are absolutely no refunds available for any reason. Acenet is unable to cancel your account effective for a future date. Once the online account termination form has been submitted, your request will be placed in our service cancellations queue and you will receive a confirmation email within 20 minutes. If you do not receive this email, your request was not received! The confirmation email will contain a Ticket ID, which is your proof of submission and can be used to track the status of your termination request.

Credit Card Chargebacks
Any Customer who initiates a chargeback on their credit card, (removal of Acenet’s debit of your credit card account for Fees) will be subject to (1) an Administrative Fee of $100.00 per chargeback, (2) re-payment of the amount(s) originally charged to the credit card (3) and immediate termination of all Customer’s Plan(s).

Is that even legal??

I think I’m going to have to eat 10 months of hosting fees because of that. I would think twice before signing up with them…

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