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Our Billing Policies

Nexpoint bills on a monthly, quarterly, or annual cycles, depending on what options and hosting plans you have selected. Prompt payment is necessary to ensure uninterrupted service of your account. Renewal fees may be collected as early as 5 days in advance from your renewal date.

Payments
For credit card customers, you will be automatically charged the appropriate amount at the beginning of your account's billing period. For check/money order customers, Nexpoint must receive your check/money order by the beginning of your billing period. Late payments, credit card refusals, expirations, chargebacks, or disputes are subject to fines, suspensions and account terminations at Nexpoint sole discretion. All unpaid balances incurred during period of service by Nexpoint are subject to collection.

All other services, such as dedicated servers, colocation services, merchant accounts, ecommerce, hosting add-ons are paid in full prior to account setup and non-refundable charges. Additionally, these services are subject to overusage and metered bandwidth fees as described in the subsequent section.

Overusage & Metered Bandwidth
Excluding shared hosting all other services, such as dedicated servers, colocation services, ecommerce, and hosting add-ons, but without limitation, includes a base amount of bandwidth usage for a flat monthly fee. Should these services require additional bandwidth it will be billed per 95th percentile metering as described. Unless otherwise stated, overage charges are billed at $450 per Mb/s or $4.50 per GB used.

How samples are collected
Our bandwidth system measures the bandwidth used by our customers by polling our ethernet switches every 5 minutes. At each polling interval, inbound and outbound bandwidth usage for each server (or cluster of servers) connected to a given switch port is measured in bits per second. Our bandwidth system takes the total number of samples for a given switch port, sorts them from greatest to least bandwidth usage, then discards the upper 5 percent of these samples, thus arriving at peak usage at the 95th percentile of all samples taken in a given time frame.

Service Fees
Nexpoint customers will incur a charge of $25.00 for returned checks as well as chargebacks. For international customers, if you are sending a check/money order the amount must be drawn in US dollars. All wire payments must include a $20.00 processing fee with each payment.

Accounts which are suspended will incur a nominal administrative charge of $25.00 prior to reactivation. Nexpoint reserves the right to institute a fine of up to $500.00 per unsolicited commercial e-mail or piece of SPAM should the customers' account be suspended due to UCE/SPAM related issues. Additionally, Nexpoint may collect an administrative fee of up to $25.00 per unsolicited commercial e-mail or piece of SPAM being investigated.

Account Cancellation Policy
Client's may cancel their services through any one of these three acceptable methods:

1) Online Cancellation Submissions
http://www.nexpoint.net/support

All cancellations submitted online through the Online Support Services Portal, via the Cancel Services link, must be received before the listed renewal date. Cancellation requests submitted online take effect immediately, resulting in the removal and/or deletion of all files and data. Confirmation that cancellation was received and processed will be provided via the Online Support Services Portal.

2) Cancellation via Postal Mail
Nexpoint
400 Frank W. Burr Blvd, Suite 8
Teaneck, NJ 07666

Cancellations submitted via Postal Mail must be received at least 10 days prior to the listed renewal date. All such requests should include a complete list of services to be cancelled, FTP username and FTP password. Please allow 7 to 10 business days to receive confirmation of your account cancellation.

3) Cancellation via Fax
+1 (201) 353-2375
Attn: Billing Department

Cancellations submitted via Fax must be received at least 10 days prior to the listed renewal date. All such requests should include a complete list of services to be cancelled, FTP username and FTP password. Please allow 7 to 10 business days to receive confirmation of your account cancellation.

Accounts cancelled after the first 30 days of service will not receive any refund. Accounts cancelled prior to the end of the hosting contract are not eligible for refunds for time remaining. Submission of the offline cancellation request does not automatically complete the cancellation. Your account may be past due or delinquent, in which case the balance must be settled before cancellation of an account can be finalized. Errors or delays in domain name registration or transfer, non-usage of the account, Internic problems, ISP problems, or any other secondary issues not directly related to Nexpoint' services does not qualify an account for cancellation.

Cancellation of a hosting account will also cancel all additional services associated with the account, such as databases, domain registrations, and domain pointers. Nexpoint is able to provide domain name registration/renewal service if requested. When domain name registration is cancelled, the domain ownership will revert back to Nexpoint. We will continue to offer registration or transfer services to former and existing clients, upon request.

If the contact information of an account includes a company name, or corporation please contact the billing department for the procedure to cancel this type of account. Additional documents maybe required.

If no confirmation of cancellation is received, please contact the Billing Department to verify that your request was processed. In the event that a dispute arises, an account will be considered active, unless otherwise notified. Please keep a record of your cancellation confirmation, as you may be asked to provide it for verification.

Due to the nature of such services, cancellation requests sent through the Online Chat System, Telephone or by email to billing@nexpoint.net, sales@nexpoint.net or any other email addresses are considered informal and not acceptable.

30 Day Money Back Guarantee
In accordance with our Account Cancellation Policy, clients who purchased a monthly or quarterly shared web hosting plan may elect to use our 30 day money back guarantee offer. Our 30 day money back guarantee does not include semi-annual, annual, or further prepayment options. All requests for cancellation must be submitted through one of the acceptable methods to be eligible for the 30 Day Money Back Guarantee.

Upon completion of the cancellation, the Client's account shall immediately be terminated. All fees, excluding Setup Fee and/or additional services shall be credited to the client's credit card. If a new domain name was registered, the retail price of a domain name will be deducted from the total refund and the client will retain ownership of the domain name. If domain registration fee is not deducted, the domain name will revert to Nexpoint ownership. In the case of payments submitted via Check, Wire Transfer, Money Order or PayPal, a refund shall be issued via the appropriate method within 20 business days.

In the event that a client's account has been suspended due to any violations of the Acceptable Usage Policy or the Terms of Service, the 30 Day money back guarantee will be void. Clients exercising their right to the 30-day money-back guarantee will not be allowed to host any site with Nexpoint for a period of six months thereafter.

If you have any questions please contact our Billing Department .