Billing & Account Cancellation Policy
Generally your billing period starts on the 1st of each month. For each successive period, your contract is renewed automatically until we receive a completed account cancellation form. Your billing period is determined by the billing option you chose at the time of ordering. Your billing period also applies to any additional items and services ordered after the initial activation of you account. Fee(s) for such items and services will be prorated so that the start date matches that of the first domain.
www.DRW.net sends invoices on the 15th of each month via e-mail to the e-mail address you provided when you signed up for your account. www.DRW.net invoices exclusively via e-mail. We DO NOT send out invoices via postal mail or any other format.
All payments are due prior to the beginning of the month before service is rendered. All credit cards are billed automatically on your renewal date. If you wish to pay your account by a method other than credit card please ensure your payment is in our office before the 1st of the month and your credit card will not be billed. For your convenience we accept Visa / Mastercard / American Express / Personal or Business Checks / Money Orders and PayPal.
Personal or Business Checks / Money Orders can be sent to the following address:
200 James Street South, Suite 303
Canada, L8P 3A9
Any account whose payment status is not current as of the start of the next billing period is deemed late. Generally, customers are given 5 day grace period after which the account is put on suspension. We reserve the right to charge a reactivation fee of $25.00 per account as well as payment of the balance due in full. All past due accounts are subject to a 2% per month interest fee.
All account cancellation requests must be via your online account manager “client area” at: http://customercare.drw.net; account cancellations submitted via fax, phone, e-mail or the help desk will not be accepted or considered valid regardless of what any staff member may imply. Please ensure that you have backed up your data before you submit the account cancellation form; any attempt to access your account after your account cancellation request date is considered use of the account and therefore will result in additional billing.
Please follow the simple steps below to request a cancellation:
- Go to: http://customercare.drw.net and log in using your billing email address and password. Your password can be emailed to the main email address listed on the account by clicking on the “forgot password” link.
- When you have logged in to your client area, click on: My Products & Services.
- Then click on the icon beside the service that you wish to cancel.
- At the bottom of the page you will see a button labelled “request cancellation”. Click this button and submit your request.
Upon completing a cancellation request, you will receive a confirmation e-mail for your records. This will ensure that both our customer service team and you (the customer) are on the same page and all account cancellation requests will be date and time stamped to protect the customer should we be busy and not able to process your cancellation immediately. You MUST keep this e-mail as it is your proof that your account was cancelled.
We have developed this process to ensure that there are zero assumptions and all account cancellations are handled without any confusion.
To cancel a domain registration, the process is similar:
- Go to: http://customercare.drw.net and log in using your billing email address and password.
- When you have logged into your client area, click on: My Domains
- Then click on the icon beside the domain you wish to allow to expire and not renew.
- Half way down the page, there is a button labelled “Disable Auto Renew”.
- Click this button if auto renew is enabled for your domain. This will stop future automatic billing for your domain and allow your domain to expire unless you request for it to be renewed.
Account Cancellation & Outstanding Account Balances
If you have a past-due balance on your account at the time the account is closed (either by your request or due to non-payment), the remaining balance must be paid when the account is closed. If we do not receive payment on the remaining balance at that time, we will begin efforts to collect any fees owed. We apply a $25.00 collection fee to cover our costs in attempting to collect your debt. If our internal collection efforts fail, we reserve the right to turn the account over to a 3rd-party (either collections agency or attorney) for further action. We also reserve the right to report your unpaid balance to credit reporting agencies.
30 Day Money Back Guarantee
All website hosting accounts come with a 30 day money back guarantee; should you be unhappy with your account for any reason and wish to cancel your website hosting account we will refund 100% of your regular monthly hosting fee(s). We do not refund domain name registration fees under any circumstances. The 30 day money back guarantee starts the day that account is signed up for and expires on the 30th day at midnight.
www.DRW.net does not issue any refunds for any account over thirty (30) days old.
Setup fees, when applicable, are non-refundable. You are obligated to pay for your account even if you do not use it because we have provided you with usernames, passwords, DNS entries, and an IP address; therefore you have the ability to use your account. The fact that you do not do so is not relevant - you are still obligated to pay for the account. Even an unused account uses valuable system resources that could be used for other customers.
Credit Card Disputes
If client disputes justified charges by provider on his credit card, www.DRW.net has the right to charge a $50 administration fee and immediately discontinue service.
Should you have any questions about this or any of our other policies please feel free to e-mail firstname.lastname@example.org or call us toll free at 1.866.381.0373.
www.DRW.net Billing & Account Cancellation Policy
Last Updated: August 11, 2009