Terms of service

• We use our best efforts to keep your services online around the clock.
• You may not sell or transfer your account, or your rights under these terms, without our written consent. Ask for it at least 60 days in advance.
• These terms are the complete agreement between you and us.
• If you sell advertising to someone else, you are responsible for that advertising and for what the advertiser does.
• You agree not to harm us, our reputation, our systems, our software or our other customers.
• We may refuse service, or cancel an account, at any time.

You are responsible for keeping your passwords safe. You are also responsible for any use of them, whether you allowed it or not.

We are not liable for errors or interruptions in service, whether or not they are within our reasonable control.

You understand that interruptions can happen. You agree not to hold us responsible for any loss or damage they cause.

Service may be unavailable for a time because of scheduled maintenance, by us or by our providers. Power failures and other causes can interrupt it too.

Our uptime commitment, and the service credit when we miss it, are in the Service level agreement.

When your service ends, whether you end it or we do, you must return every IP address we assigned to you.

• We back up shared hosting accounts as a courtesy.
• The backup runs once a week and replaces the one before it, so we keep one week of backups.
• The free weekly backup covers shared hosting accounts that use up to 50 GB of disk space. Accounts that use more than 50 GB are not included.
• Your plan’s storage allowance and your backup coverage are separate. A plan may include more storage than the free backup covers.
• We make no guarantee about these backups. Restoring a backup costs $35.
• We do not keep backups of an account that has been suspended or terminated, for any reason, unless we agree in writing.
• We do not back up VPS or dedicated servers. Backing them up is your job. Ask our sales team about optional backup services.
• We are not responsible for the files and data in your account. You are responsible for the data you transfer, and for keeping your own backups of everything you store with us.

We may move your existing websites into your Hosting Metro account. We call this a migration. We do it as a courtesy, on a best-effort basis, under these rules.

• Free migration. Free migration comes only with a hosting plan paid for a term of one year or longer. It covers up to two hours of our work in total, and we may end free work sooner. Within that limit, we restore one full cPanel account backup of up to 10 GB, with its websites, databases and mailboxes. From any other source, we move one website. Each extra website costs $150, paid before work starts. Work beyond two hours costs $150 an hour, and we quote it before we continue. Free migration starts only after your hosting order is paid.
• What you provide. From cPanel: a full cPanel account backup, or cPanel access so we can make one. From anywhere else: a complete archive of the files, and an SQL dump of each database. We do not accept raw database files, partial archives or damaged backups. We do not log in to other providers for you.
• What a migration is not. A migration copies your data as you supply it. It does not include data recovery, rebuilding a website for another platform, or fixing code, plugins or themes. It also does not include content or design changes, importing email from other providers, or ongoing management. Your domain names, DNS and email records stay your responsibility. Work outside a migration is a separate paid service, quoted in writing before we start.
• Old software. We do not migrate websites that need PHP 5, MySQL 5 or other software we no longer support.
• Condition of websites. We migrate websites as they are. We are not responsible for a website that does not work before or after the migration.
• Resources. Migrated data counts toward your plan’s limits. We may pause a migration until you move to a plan that fits the data.
• Scope. The websites we agree on in writing before work starts are the scope of the migration. Any added website or task is a new request, with its own quote. Only a written quote from us changes the scope or these rules. Nothing else we tell you does.
• Refusing or stopping. We may refuse a migration, or stop one in progress, at our sole discretion. That includes when the scope grows beyond what we agreed, or when requests become unreasonable. If we stop a migration, you may download a backup of the account for 14 days. Fees paid for migration work already done are not refundable.
• Communication. We handle each migration in a single support ticket, with one named contact on your side.
• No guarantee. We do not guarantee the result, or the finish date, of any migration. Keep your old hosting active, and keep your own backups, until you have confirmed that the migrated websites work.

• All services are billed on a recurring basis, in US dollars.
• You pay the recurring fee for each service, plus any bandwidth charges shown on your invoice.
• Fees are due in advance, before the first day of each term, by the due date on your invoice.
• Taxes, special services and third-party charges are listed separately on the invoice. You pay all taxes, fees and government charges.
• If you do not pay by the renewal date, we charge a late fee of $20. You then have 7 days from the renewal date to pay.
• After those 7 days, your services and their data become inaccessible and are reclaimed automatically.
• An amount past due may lead us to terminate your account.

We may change our prices. We tell you by email or by post at least 60 days before a new price applies to you.

You must cancel or change a service in writing. Open a support ticket from the client area, or write to us at the postal address under Contact us.

Whether you get money back depends on our Money-back guarantee.

Refunds follow our Money-back guarantee, which is part of these terms. It covers the first 60 days, what happens after them, and what is never refundable.

• You use our services at your own risk.
• We make no warranty, express or implied. That includes any warranty of merchantability or of fitness for a particular purpose.
• We are not liable for any loss or damage caused by a failure to provide service, or by the end of a service. That includes special, incidental, consequential and punitive damages.
• We do not control, and are not responsible for, the content of any website. That includes third-party material that passes through or is linked to your website. Some of it may be illegal, inaccurate, adult, harmful or offensive.

• We, and our officers, contractors and employees, are never liable for your loss of profit or revenue.
• Nor are we liable for any consequential, incidental, special or exemplary damages you suffer, or for any loss of power, heating, ventilation or air conditioning.
• This applies even if we were told that such loss or damage was possible.
• You agree to indemnify us and hold us harmless. That means you cover us against every claim, cost, expense or liability that arises from the use of your website’s content or information. It covers use by you, and by your officers, contractors, employees, agents and invitees.

If you breach these terms and we have to hire a lawyer, you will pay our reasonable legal fees and court costs.

These terms are governed by the laws of the Province of British Columbia, and the federal laws of Canada that apply there.

You and we agree to the jurisdiction of the courts of British Columbia over any dispute about these terms.

We may revise these terms, and our other policies, at any time without notice. The date at the top of this page shows when they last changed.

For questions about these terms, use our contact form or open a support ticket. Our support team answers tickets 24/7.

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