Please find our service agreements and policies below. Jump to: Hosting Agreement; Management Agreement; Payment Policy; Privacy Policy

Hosting Agreement

THE HOSTING SERVICE-LEVEL AGREEMENT APPLIES TO MANAGED HOSTING, HOSTING, MANAGED WEBSITE, MANAGED WORDPRESS HOSTED, AND MANAGED WORDPRESS ADVANCED PLANS

SCOPE: Smashstar Media holds the responsibility of: Configuring DNS for managed domains, SSL for managed certificates (with managed domains), and accounts for SSH or SFTP (with applicable plans); Contacting the engineers of off-site or outsourced data centers regarding downtime or service issues;

GUARANTEES: Our team guarantees that: Notification will be provided to the account holders and/or authorized contacts of downtime lasting more than 1 hour; A credit of 0.0013% (1 hour) of the monthly bill (or equivalent of 1 month for an annual plan) will be applied for every hour of downtime at the fault of Smashstar Media.

PAYMENT: Hosting and Managed Hosting plans are billed monthly or annually. Please refer to the Payment Policy below. All hosting-related plans with an overdue balance greater than 30 days may result in the freezing of related accounts. Frozen accounts may result in limited access (SSH, SFTP, cPanel, etc.) until payment has been made. All hosting-related plans with an overdue balance greater than 60 days will result in termination of the hosting service. There is no guarantee of data recovery after termination of any hosting service.

DATA RESPONSIBILITY: Any content uploaded to, shared from, or linked to any of our hosting accounts or data centers that is either illegal or considered harmful by any of our employees is considered “inappropriate content.” Smashstar Media reserves the right to delete any files, content, or links to inappropriate content on our systems or hosted sites. Inappropriate data may be archived and reported to the respective authorities. If any inappropriate content is found on our property (servers, data centers, VPS, etc.), your account may be terminated immediately. Customers are responsible for paying any remaining balance on their account after termination. No full or partial refunds will be processed.

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Management Agreement

THE MANAGEMENT SERVICE-LEVEL AGREEMENT APPLIES TO MANAGED WORDPRESS SELF-HOSTED, MANAGED WORDPRESS HOSTED, AND MANAGED WORDPRESS ADVANCED PLANS

SCOPE: Smashstar Media holds the responsibility of: Maintaining updates to WordPress, WordPress plugins, and WordPress themes; Monitoring uptime, performance, security, SEO rankings (with applicable plans), and WooCommerce sales data (with applicable plans); Providing monthly reports (through email) that include management history, work done by our team, SEO rankings (with applicable plans), and WooCommerce sales data (with applicable plans); Resolving conflicts between tested and compatible WordPress themes and plugins; Moderating spam comments and user accounts (with applicable plans).

GUARANTEES: Our team guarantees that: Support requests made through email or SMS to be answered within 60 minutes during regular business hours; Account holders or designated contacts will be notified of site downtime lasting more than 1 hour.

PAYMENT: Management plans are billed monthly or annually. Please refer to the Payment Policy below. Management plans with an overdue balance greater than 30 days may result in the freezing of related accounts. Frozen accounts may result in limited service (including reports, updates, backups, and scans) until payment has been made. Management plans with an overdue balance greater than 60 days will result in termination of the management service. There is no guarantee of data recovery after termination of any management service.

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Payment Policy

INVOICE NOTICES: Your invoice will be emailed to you at least 7 days before payment is due. Additional reminder emails may be sent before and after the invoice due date.

OVERDUE BALANCES: A 10% monthly interest will be applied to all overdue balances after 30 days. An overdue balance related to hosting, domain(s), email, or management greater than 30 days may result in the freezing or deactivation of the related services/accounts. After 60 days of non-payment, the related services/accounts may be terminated or permanently closed, with no guarantee of recoverable data. Clients are responsible for payment of the time the service was active up until freezing/deactivation.

PROCESSING FEE(S): Payments made by credit/debit card may have a processing fee added. This fee shall not exceed 3.1% of the total (before tax). Bank transfers (ACH) and/or payments made by check will not incur a processing fee if made before the due date. Payments made to Smashstar Media processed over the internet are handled by one of two parties: Stripe and/or Wave.

PAYMENT INFORMATION: Smashstar Media does not collect, save, or share your payment details. If you elect to save payment info through these parties, Smashstar Media reserves the right to attempt to charge these payment options if any balance exists on your account. Smashstar Media is not responsible for overdraft, bounce-related, or any other fees charged by your bank or credit provider.

UP-FRONT CHARGE (DEPOSIT): If a web development or related project has a timeline greater than 60 days, or if the total estimate exceeds $1000, a 30% deposit is required within 7 days of the start of the project. If the deposit is not paid within 7 days, our team will freeze all development and push the project deadline back for every day the balance is unpaid. The remaining 70% of the project will be billed 30 days before the estimated project end date. If the project extends beyond the end date at the fault of Smashstar Media, late charges and due dates can be updated/voided at the request of the client via email.

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Privacy Policy

UPDATED APRIL 4, 2019

This privacy notice discloses the privacy practices of Smashstar Media. This privacy notice applies solely to information collected by this website. It will notify you of the following: What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared; What choices are available to you regarding the use of your data; The security procedures in place to protect the misuse of your information; How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing

We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email, web forms, or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to resolve issues with themes/plugins from third-party developers.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, changes to your account, or changes to this privacy policy.

Your Access to and Control Over Information

You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website: See what data we have about you, if any; Change/correct any data we have about you; Have us delete any data we have about you; Express any concern you have about our use of your data.

Cookies

We use “cookies” on this site. A cookie is a piece of data stored on a site visitor’s hard drive to help us improve your access to our site and identify repeat visitors to our site. For instance, when we use a cookie to identify you, you would not have to log in a password more than once, thereby saving time while on our site. Cookies can also enable us to track and target the interests of our users to enhance the experience on our site. Usage of a cookie is in no way linked to any personally identifiable information on our site.

Some of our business partners may use cookies on our site (for example, advertisers). However, we have no access to or control over these cookies.

Registration

In order to use this website, a user may be required to complete the registration form. During registration a user is required to give certain information (such as name and email address). This information is used to contact you about the products/services on our site in which you have expressed interest or services you have subscribed to.. At your option, you may also provide demographic information (such as gender or age) about yourself, but it is not required.

Links

This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.

Surveys & Contests

From time-to-time our site requests information via surveys or contests. Participation in these surveys or contests is completely voluntary and you may choose whether or not to participate and therefore disclose this information. Information requested may include contact information (such as name and shipping address), and demographic information (such as zip code, age level). Contact information will be used to notify the winners and award prizes. Survey information will be used for purposes of monitoring or improving the use and satisfaction of this site.

Security

We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline. For your safety, payment information is managed and protected by our payment processor, Wave Financial Inc. – for more information regarding payment info, please view the Wave Privacy Policy.

Wherever we do collect sensitive information, that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a lock icon in the address bar and looking for “https” at the beginning of the address of the Web page. If you are ever in question of the authenticity of a webpage, verify the website certificate (usually by clicking the green padlock icon).

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment. Employee computers are both encrypted and protected using high-strength passwords, biometrics, and/or multi-factor authentication.

If you feel that we are not abiding by this privacy policy, you should contact us immediately.