Company
Services provided under these Terms of Service are provided by Compusolve located at 17 Roundwood Close, Cardiff CF23 9HH, United Kingdom Tel: +44 2920 498523 Email: admin[at]compu-solve.com
Server use
Compusolve reserves the right to refuse service and/or access to its servers and/or services to anyone.
Support
We will endeavour to provide a continuous high quality service. If you experience problems with your service, you should use our support page.
If you cannot find a resolution there then you should contact us through our feedback page.
Please note we may require suspension of some of our services for short scheduled periods to carry out maintenance or repair to our services. Information concerning scheduled downtime is available on the support pages, as are details of any interruptions to our services.
Payment policies
All accounts are set up on payment in advance.
Although Compusolve reserves the right to change prices of accounts or services at any time, all pricing is guaranteed for the period of prepayment. Payment is due every billing period anniversary, from the date the service was established. Customers will automatically be charged again at the end of their prepay period unless notification of cancellation is given in advance.
In situations where the card number on file is declined, Compusolve reserves the right to suspend all services until the outstanding debt is cleared.
Services that are unpaid past the due date will be suspended and terminated. All data will be removed from our servers and we hold no liability to any losses incurred due to non-payment.
Your personal details
Please note that whilst your email is primarily used for billing purposes, Compusolve reserves the right to email you information about enhancements to our systems and important information. You must ensure that valid contact details, including your address and phone number remain on the account at all times. We reserve the right to suspend service if details are incorrect.
We will not provide any of your personal information to other companies or individuals without your permission. However, we may need to provide your name and delivery address to third parties that Compusolve may use for the purposes of delivering specific services to you (e.g. equipment).
Only one account per entity. We reserve the right to merge any account belonging to the same entity.
Payment options
Credit / Debit Cards: Compusolve accepts MasterCard, Visa, Electron, Maestro, Solo, JCB and American Express.
Cheque Payment: Compusolve cannot guarantee that a service will be provided until after any received cheques have been cleared.
Bank Transfer / BACS: Compusolve cannot guarantee that a service will be provided until after payment is received.
PayPal: All PayPal payments are collected in GBP Sterling only. Each payment must be initiated from the Compusolve payment page on receipt of an invoice.
Setup times
Most services are setup within hours of payment being received. However, self and fully managed servers can be longer as these are ordered new from our suppliers. We quote 7-10 working days for delivery of new orders in to the datacentre.
Communication
For general communication we aim to respond to any issues you raise within 24 hours.
Cancellation and refunds
Compusolve reserves the right to cancel the service at any time. In this event customers will be entitled to a prorata refund based upon the remaining period of membership. If a customer contravenes the terms of service a refund will not be issued in the event of a cancellation.
Domain names, once registered cannot be refunded or cancelled at any point in time, for any reason.
Customers may cancel their account at any time by giving 30 days notice to Compusolve.
Fees charged on a prepay basis are non-refundable. Once the initial guarantee period has expired customers are not entitled to receive a refund unless the service is cancelled by Compusolve. In addition some accounts incur set-up fees, these charges are also non-refundable.
A £35 per domain fee may be levied on certain transfers away from Compusolve where our assistance is required. Accounts must be up to date for any transfers to be processed.
All Hosting accounts are subject to a 30 day minimum, rolling contract.guaranteed unless received in writing. The date for installation or activation may change of which we will advise you via email.
No guarantees are provided as to the reliability of the service due to factors outside of our control such as environmental, radio or electrical interference, weather or natural disaster.
Lead times given for service provision are estimates from the wholesale network and not guaranteed unless received in writing. The date for installation or activation may change of which we will advise you via email.
Charge back
Any customer reversing payments via bank, credit card (a “chargeback”) or PayPal (a “dispute”) may be subject to an administration fee of £50, should the company deem this charge back to be unfair. The company also reserves its right to defend such charge backs and recover the original monies from the user.
Indemnification
Customer agrees that it shall defend, indemnify, save and hold Compusolve harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney’s fees asserted against Compusolve, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns.
Customer agrees to defend, indemnify and hold harmless Compusolve against liabilities arising out of; (1) any injury to person or property caused by any products sold or otherwise distributed in connection with Compusolve services; (2) any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party; (3) copyright infringement and (4) any defective products sold to customer from Compusolve servers.
Complaints
We strive to provide the best service and support, including ensuring a reliable and dependable service. Occasionally we may fall short of the high standard we want to deliver to all customers and in such situations we want to know so that we can learn and improve our policies or procedures.
In the event you wish to make a complaint, we will attempt to resolve this as quickly and smoothly as possible.
We are happy to accept these in writing via email noted for the attention of the complaints team or via post to our registered address. Please ensure that you include full information for your complaint and what you would like us to do to put the situation right. For complaints via post, please also include your name, address and registered email address.
On receipt of your complaint, we will acknowledge this within 1 working day and this will be via email or phone call.
We aim to investigate and resolve all complaints within 1 week of receipt of the complaint but should further time be required, we will advise you of this and provide an estimated date of when we should be able to provide an outcome or explanation. If you believe we have failed to resolve your issue please email us at escalate[at]compu-solve.com with full details of your concerns.
Disclaimer
Compusolve will not be responsible for any damages or losses you may suffer.
Compusolve makes no warranties of any kind, expressed or implied for services we provide. Compusolve does back up your data but whilst every attempt would be made in the unlikely event of any corruption or hardware failure, Compusolve cannot guarantee to be able to replace all data. Compusolve expects all customers to maintain their own backup routine. Compusolve disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by Compusolve and its employees. Compusolve reserves the right to revise its policies at any time.