1. Preferred Communication Methods

Primary Contact: Email is the preferred method for project updates, support, and general inquiries. This ensures proper documentation and consistent communication.

Response Times: Typical response time is within 1 business day. Urgent issues such as website outages or critical system failures are prioritized.

Phone Calls: Scheduled calls are recommended for detailed discussions or project reviews. Unscheduled calls may be returned as availability permits.

2. Payments and Invoicing

Billing Cycle: Invoices are issued at the beginning of each billing cycle for ongoing services or upon milestone completion for project-based work.

Payment Methods: Accepted payment methods include bank transfers, credit cards, and approved online payment services such as PayPal.

Due Dates: Invoices are due within 30 days of issuance unless otherwise specified in writing.

Late Payments: Overdue balances may be subject to a late fee of 1.5% per month. Continued non-payment may result in service suspension or termination.

3. Merchant Fees

Client Responsibility: Clients are responsible for all transaction and processing fees associated with their selected payment method. These fees may be added to the invoice or billed separately.

Alternative Payment Options: Clients are encouraged to use direct bank transfers or low-fee payment options when available.

4. Web Hosting Renewal and Billing Policy

Advance Billing: Hosting invoices are issued 30 days prior to the renewal date.

Payment Requirement: Payment must be received in full by the invoice due date. There is no grace period for hosting services.

Service Suspension: If payment is not received within the 30-day billing window, hosting services and associated domains may be suspended automatically. This may result in website downtime, email disruption, and restricted access to hosted services.

Reactivation: Service restoration requires full payment of all outstanding balances and may include administrative or reactivation fees depending on the circumstances.

Hosting Support: Basic hosting support is included. Advanced troubleshooting, emergency recovery, or custom configurations may be billed separately.

5. Domain Renewal Fees

Annual Renewal: Domains are billed separately from hosting services and renewed annually.

Renewal Notifications: Renewal notices are issued 30 days prior to expiration. Clients are responsible for maintaining accurate contact information.

Non-Renewal Consequences: Failure to renew a domain on time may result in expiration, redemption fees, or permanent loss of ownership. E19 Creative is not responsible for domain loss due to non-payment.

6. Refunds and Account Credits

Web Hosting Services: All hosting fees are non-refundable. This includes monthly, annual, setup, promotional, and renewal charges. Hosting resources are provisioned immediately upon payment.

Account Credits: At E19 Creative’s discretion, account credits may be issued in limited situations. Credits may be applied toward future services but have no cash value and are non-transferable.

Project-Based Services: Once work has begun, refunds are not guaranteed. If a project is canceled mid-progress, billing will reflect time and resources already invested. Any remaining balance may be eligible for partial credit at E19 Creative’s discretion.

Third-Party Services: Payments made to third-party providers including domain registrars, SSL vendors, plugin vendors, or infrastructure partners are non-refundable once incurred.

7. Service Suspension, Termination, and Data Retention

Account Suspension: Accounts with unpaid invoices beyond the billing due date may be suspended without further notice. Suspended services may include website access, email services, databases, file storage, and administrative access.

Service Termination: If an account remains unpaid for 30 days after suspension, services may be permanently terminated. Termination may result in permanent deletion of hosted data, files, databases, and backups.

Data Retention: E19 Creative does not guarantee long-term data retention for suspended or terminated accounts. Clients are responsible for maintaining independent backups. Recovery of data after termination is not guaranteed and may incur additional fees if possible.

Reinstatement Requests: Reinstatement of terminated accounts is not guaranteed and will be evaluated on a case-by-case basis.

8. Right to Refuse Service

E19 Creative reserves the right to refuse, suspend, or terminate services at its discretion. This may occur in cases including but not limited to policy violations, abusive behavior, misuse of services, illegal activity, repeated payment issues, or actions that pose security or operational risks to systems or other clients.

9. Policy Updates and Modifications

E19 Creative reserves the right to update or modify this Business Policy at any time. Updated policies will be published on the company website. Continued use of services after policy updates constitutes acceptance of the revised terms.