PRO Webs, Inc. will provide our customers with various web services in varying pay scales and payment structures. Generally customers will receive a quote for the requested services in advance with the financial terms included when requested. All written quotes will have a good until or valid date, under which time the quote is in fact locked in to its price and valid for the existing site configuration until 12:01 am on the day following the named date on the written quote. Once purchased the customer agrees to the terms of the quote as contractual and will be bound by said terms at all times.
Direct purchases are not quoted and following the PRO Webs, Inc. Store policy for any refunds, returns, guarantees, are implied warranties.
Refusal of Service
Free offer domains which have been registered for customers leaving our services will be released to the customer at the end of their service contract period providing any outstanding balance is settled. There is a 25.00 transfer fee to obtain your domain registration WhoIs transfer. Accounts terminated due to policy violations will NOT have free domains returned to the customer.
PRO Webs, Inc. provides many venues for supporting our clients. We ask that you choose the support venue properly to achieve maximum results and efficiency. Our support desk is located here, be advised that ALL hosted clients support must be sent via the helpdesk using your account email address and you may not use guest support for hosted account support. Please note that we are happy to help and answer questions for all Zen Cart users, if you are abusing the support system with multiple tickets for the same issue, extremely complicated tickets for outside vendor issues, repeat ticket issues following a previous answer, botting the helpdesk or any other means of abusing our generosity can result in a fee for the time spent answering the ticket and even refusal of support.
Level 1 Support:
Level one support is administered via the PRO-Webs help desk, the link for the help desk can be found in the top (header) & bottom (footer) area of each of our site’s main page. This support feature is for non-emergencies for regular account holders and potential new clients.
The help desk support feature is the most effective means of contacting us for non-emergency support issues. Common issues include password reset, hosting information, software instructions and regular optimization questions and support. Before submitting a ticket please check the FAQ Section for your issue.
ALL hosting issues must be submitted via the helpdesk. This is a security protocol and WILL NOT be bypassed.
Level 2 Support:
If your issue is not an emergency, but you need to speak with us directly please call customer service at 330.871.HELP during normal business hours. Mon-Fri 9 to 5PM EST excluding US bank holidays.
While we are happy to assist all clients, we do not work for free. If your use of phone support becomes excessive, unrelated to our provided services or repetitive you may be refused or required to pay for the time spent on phone support.
Emergencies happen and sometimes you have to get hold of customer service as soon as possible regardless of the time or day.
24 hours a day & 7 days a week you can contact PRO-Webs at 330-871-HELP for an emergency. If there is no answer leave a message, we sleep too.
Hours of normal support and operation:
- Mon – Fri: 9am to 5pm EST
What qualifies as an emergency:
- Your site is down or is unresponsive and you have verified so here.
- Clients details or transactions cannot be completed
- You have been asked for access by a Law Enforcement Agent
Chances are we already know about the problem and are already taking steps to fix the issue.
Our emergency number is a 24/7 365 days of the year service, however we do charge for the call in addition to work fees if your issue is NOT an emergency and falls after hours. If you need to call our emergency number you will be charged a call fee of $50.00 and an hourly rate of $75.00 and hour thereafter. The call fee will be refunded if your problem is determined to be one of the above qualifying emergencies and will be replaced with your standard support or package hourly charges.
How the support system works
The emergency support is provided by members of the support staff, when the office is closed one tech will be allocated to carry with them the emergency phone and be on call. Please do allow enough time for them to reach the phone, they could be in bed when you call. If your call goes to an answering system leave a contact number and name where they can reach you and they will call you back.
Who determines what an emergency is?
When you call during non-business hours you are automatically charged, any refund is done so on the sole discretion of PRO Webs, Inc. Emergency Support is invoiced within 5 working days of the support incident and will contain any refund that has been applied. If you feel that the refund should have been given, you have 7 days to request a reconsideration. After this time you have 10 days to pay the amount shown in full.
Attempts to undermine, slander, libel, threaten, or cause harm to any PRO Webs, Inc. server, customer, employee, third party contractor, or the company directly is strictly prohibited and will result in immediate termination without refund. We will pursue all legal avenues available and to the fullest extent of the law to recover damages resulting from abuse policy violations.
Customer agrees that it shall defend, indemnify, save and hold PRO Webs, Inc., its employees, owners, and holdings harmless from any and all demands, liabilities, losses, costs and claims, including reasonable legal fees asserted against PRO Webs, Inc., its agents, customers, owners and employees, that may arise or result from any service provided, performed, agreed to be performed, or any product sold by customer, it’s agents, employees or owners. Customer agrees to defend, indemnify and hold harmless PRO Webs, Inc. against liabilities arising out of; any injury to person or property caused by any products sold or otherwise distributed through hosting with PRO Webs, Inc. servers; any material supplied by customer infringing or allegedly infringing on the proprietary rights of any party, and copyright infringement.
Payments, Refunds, Suspension, and Termination Policy
Payment terms are as follows:
Monthly invoices/bills are due upon receipt. We do allow a 10 day grace period for your convenience, but on the 11th day you will receive a 10% late fee. Operationally, we need you to be prompt and responsible in your payments to continue to provide you excellent services.
You may access your PRO Webs, Inc. billing area here.
Late invoice payments are payments which are 11 days past the invoice due date will be immediately charged 10% of your total invoice. This invoice is due immediately upon receipt.
Example: You receive your bill on the 1st of April, if not paid by 12:01AM on the 11th of April your late fee will be 10% of your total invoice.
Late invoice payments over 30 days will incur a 20% late fee. Repeated late payments can result in a built in extra service fee to account for your historically late payments. Additionally, if you are a historically late payer you may be dismissed from our services all together.
Example: You receive your bill on the 1st of April, if not paid by 12:01AM on the 1st of May your late fee will be 20% of your total invoice.
Any hosting accounts/services exceeding 30 days late from the invoice date will be suspended or terminated and a $50.00 reactivation fee will be invoiced. In order to reactivate your account/services all outstanding invoices must be paid in full, including late charges.
If you pay with PayPal and the funds are not already in your account, please note that the transfer process can take up to 10 days and you may incur a late fee as the funds are not received until the transaction is completed by PayPal. This can be avoided by using the pay with credit card link.
We do not accept money sent directly from PayPal, you MUST use the link in the invoice to pay with PayPal.
To use your American Express, please select Paypal as we do not directly accept Amex do to the outrageous processing fees.
Any Hosting/domain/email/SSL services exceeding 30 days late from the invoice date will be suspended and a $50.00 reactivation fee will be invoiced. Hosting/domain/email/SSL services which are more than 30 days late may be terminated. IF your services are terminated for non-payment they cannot be recovered. In order to reactivate your account/services all outstanding invoices must be paid in full, including late charges.
Extended credit or monthly billing accounts are a privilege. PRO-Webs can at its discretion remove that credit line from the customer at any time. Multiple late payments will result in a pay-first account situation for the your existing and future services. Chronically late accounts can be terminated at our discretion.
Collections: If your account is past due 30 days or more and we are unable to collect the payment(s) through our normal means, a 20% collections fee will be added and the debt will be sent to the collection agency of our choice.
There is a $60.00 fee assessed for any checks or other payments returned for non sufficient funds, cancelled payments and unsubstantiated charge backs.
Templates and designs not purchased through exclusive license rights remain the property of PRO Webs, Inc. and may not be published in any other format, without written permission from PRO Webs, Inc. There is a fee to buy these designs for license for use in another format or location. Custom designs or purchased templates are not affected, as they are licensed to the customer from the beginning of development.
Domain releases are granted to accounts which are paid in full. Domains cannot be transferred to the customer until 30 days from the last WhoIs update has passed, by ruling of ICANN.
Free domains registered on behalf of customers are released at the end of the customer’s service contract and the customers account balance is fully settled, and incur a $25.00 transfer fee.
Free domains registered on behalf of customers are not released when a policy violation has occurred in connection with the customer’s account.
Accounts cancelled due to policy violations or suspension will not result in the refund of any monies already paid for said account for any reason.
PRO Webs, Inc. does not imply any warranty for SEO and SEM services. Monies for such services are non-refundable, unless for some reason we fail to complete the contracted/agreed/quoted tasks.
PRO Webs, Inc. makes every effort to make every modification and customization fully working. If we are unable to achieve this due to the conditions of your cart/site we will not be held responsible. Any failed tasks/installations due to our mistakes will be refunded within 10 days. If we have completed your work properly and the module or provided installation do not function as expected or