neoverve will provide customer service and and technical support to those clients who consistently pay on time. Below are our billing policies.
Approximately 10 days prior to the end of the calendar month neoverve will send an invoice to the billing email address on file. Payments for recurring services are due by the first of the calendar month. neoverve offers the following payment methods: cash, check, money order or credit card.
On or about the 5th of the month, if payment has not been received, a courtesy late-notice will be e-mailed to the billing email address on file. It is the customer's responsibility to keep their billing information updated. Accounts receiving late notices will be flagged as past due on the 7th of the month. Past due accounts must be brought up to date prior to our Customer Support Department providing support services.
A second past due notice will be emailed to the billing email address on or about the 10th of the month if payment has not yet been received.
Past due accounts may be suspended on the 21st day of the month. A $100.00 reactivation fee will be charged to reactivate suspended accounts.
Suspended accounts not paid in full by the last business day of the month will be deleted and sent to a third party collection agency. A $50.00 collections fee will be added to any unpaid balance due. Accounts 30-days or more past due may be subject to interest at the rate of 1.5% per month until paid in full. When an account is deleted, all email, web pages or any other data on the servers will be lost and will not be recoverable. neoverve assumes no responsibility to save for Customer, archive for Customer or deliver to Customer any data files deleted for non-payment. To reactivate service, customers of deleted accounts must bring past due balances, including interest and collection fees current before signing up as a new customer.
All voluntary service cancellations must be submitted in writing via fax (760-736-8479) or email ([email protected]) a minimum of 30 days prior to the end of the calendar month. For verification purposes, all email cancellation requests must come from the billing email address on file. Simply reply to the last invoice emailed to you from us. Fax cancellation requests must be on Customer’s company letterhead.
A) All dedicated servers or reseller accounts require 30 days written notice to cancel.
B) No Refunds. No refunds on setup and programming fees. No refunds on SSL Certificates or Domain Name registrations or renewals. No refunds for services terminated due to violations of our Terms and Conditions of service or Billing Policies. No pro-ration or refunds for Customers voluntarily canceling monthly, quarterly or annual accounts prior to the expiration of the term.
C) Dedicated Server bandwidth will be billed according to the 95th Percentile Rule. neoverve will sample average bandwidth utilization every 5 minutes and store those samples for a period of one month. At the end of the month, all data samples are stored from highest to lowest and the top 5% are discarded. The highest remaining data sample will then be referred to as the "95th Percentile" number. This number will then be used as the basis in computing the bandwidth rate for that particular month over the subscribed bandwidth level. Virtual Website and Hosting account Bandwidth is measured based on total data transfer.
D) If an already billed amount is disputed, neoverve will make every effort to resolve the dispute in a timely manner. However, the full balance of the bill must still be paid in full by the due date while resolution is pending. Any credits issued due to the dispute will be applied to next month's invoice.
E) Recap of key billing dates.