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Acceptable Use   //   print this page, LLC's Acceptable Use Policy ("AUP") is provided to give our customers and users a clear understanding of what Charlottezweb expects of them while using the service. All users of Charlottezweb's Internet services, those who access some of our Services but do not have accounts, as well as those who pay a service fee to subscribe to the Services, must comply with this AUP and our TOS (Terms of Service).
Use of Charlottezweb Service constitutes acceptance and agreement to Charlottezweb's AUP as well as Charlottezweb's TOS (Terms of Service).

We support the uncensored flow of information and ideas over the Internet and do not actively monitor subscriber activity under normal circumstances. Similarly, we do not exercise editorial control over the content of any web site, e-mail transmission, newsgroups, or other material created or accessible over or through the services, except for certain proprietary Web sites. However, in accordance with our TOS (Terms of Service), we may remove any materials that, in our sole discretion, may be illegal, may subject us to liability, or which may violate this AUP. Charlottezweb may cooperate with legal authorities and/or third parties in the investigation of any suspected or alleged crime or civil wrongdoing. Your violation of this AUP may result in the suspension or immediate termination of either your Charlottezweb account or other actions as detailed in Section 3 WITHOUT PRIOR NOTICE.

This document is intended to provide a basic understanding of Charlottezweb's Acceptable Use Policy. The following are guidelines for the establishment and enforcement of the AUP:

Ensure reliable service to our customers
Ensure security and privacy of our systems and network, as well as the networks and systems of others
Comply with existing laws
Maintain our reputation as a responsible service provider
Encourage responsible use of the Internet and discourage activities which reduce the usability and value of Internet services
Preserve the value of Internet resources as a conduit for free expression and exchange of information
Preserve the privacy and security of individual users
Charlottezweb intends to provide its customers access to everything the Internet has to offer. While we're firmly committed to the principles of free speech, certain activities may be damaging to the resources of both Charlottezweb servers and the Internet and cannot be permitted under the guise of free speech. The resources of Charlottezweb and the Internet are limited, and abuse of these resources by one user has a negative impact on the entire community.

We do not routinely monitor the activity of accounts except for measurements of system utilization and the preparation of billing records. However, in our efforts to promote good citizenship within the Internet community, we will respond appropriately if we become aware of inappropriate use of our service.

You may not use your hosting account (dedicated, shared or reseller) to publish material which Charlottezweb determines at its sole discretion, to be unlawful, indecent or objectionable. For purposes of this policy, "material" refers to all forms of communications including narrative descriptions, graphics (including photographs, illustrations, images, drawings, logos), executable programs, video recordings and audio recordings.

If a Charlottezweb account is used to violate the Acceptable Use Policy or our TOS, we reserve the right to
terminate your service without notice. We prefer to advise customers of inappropriate behavior and any necessary corrective action, however, flagrant violations of the Acceptable Use Policy will result in immediate termination of service. Our failure to enforce this policy, for whatever reason, shall not be construed as a waiver of our right to do so at any time.

As a member of our network community, you must use your Internet access responsibly. If you have any questions regarding this policy, please contact us at

The following constitute violations of this AUP:

Illegal use: Charlottezweb's services may not be used for illegal purposes, or in support of illegal activities. Charlottezweb reserves the right to cooperate with legal authorities and/or injured third parties in the investigation of any suspected crime or civil wrongdoing.

  Harm to minors: Use of the Charlottezweb service to harm, or attempt to harm, minors in any way, including, but not limited to child pornography.

  Threats: Use of the Charlottezweb service to transmit any material (by e-mail, uploading, posting or otherwise) that threatens or encourages bodily harm or destruction of property.

  Harassment: Use of the Charlottezweb service to transmit any material (by e-mail, uploading, posting or otherwise) that harasses another.

  Fraudulent activity: Use of Charlottezweb service to make fraudulent offers to sell or buy products, items, or services, or to advance any type of financial scam such as "pyramid schemes," "ponzi schemes," and "chain letters."

  Forgery or impersonation: Adding, removing or modifying identifying network header information in an effort to deceive or mislead is prohibited. Attempting to impersonate any person by using forged headers or other identifying information is prohibited. The use of anonymous remailers or nicknames does not constitute impersonation.

  Unsolicited commercial e-mail / Unsolicited bulk e-mail (SPAM) Use of the Charlottezweb service to transmit any unsolicited commercial or unsolicited bulk e-mail is expressly prohibited. Violations of this type will result in the immediate termination of the offending Charlottezweb account with no refunds.

  E-mail / News Bombing: Malicious intent to impede another person's use of electronic mail services or news will result in the immediate termination of the offending Charlottezweb account.

  E-mail / Message Forging: Forging any message header, in part or whole, of any electronic transmission, originating or passing through the Charlottezweb service is in violation of this AUP.

  Usenet SPAMing: Charlottezweb has a zero tolerance policy for the use of its network for the posting of messages or commercial advertisements, which violate the rules, regulations, FAQ or charter of any newsgroups or mailing list. Commercial messages that are appropriate under the rules of a newsgroup or mailing list or that are solicited by the recipients are permitted.

  Unauthorized access: Use of the Charlottezweb service to access, or to attempt to access, the accounts of others, or to penetrate, or attempt to penetrate, security measures of Charlottezweb's or another entity's computer software or hardware, electronic communications system, or telecommunications system, whether or not the intrusion results in the corruption or loss of data, is expressly prohibited and the offending Charlottezweb account is subject to immediate termination.

  Copyright or trademark infringement: Use of the Charlottezweb service to transmit any material (by e-mail, uploading, posting or otherwise) that infringes any copyright, trademark, patent, trade secret or other proprietary rights of any third party, including, but not limited to, the unauthorized copying of copyrighted material, the digitization and distribution of photographs from magazines, books, or other copyrighted sources, and the unauthorized transmittal of copyrighted software.

  Collection of personal data: Use of the Charlottezweb service to collect, or attempt to collect, personal information about third parties without their knowledge or consent.

  Network disruptions and unfriendly activity: Use of the Charlottezweb service for any activity which affects the ability of other people or systems to use Charlottezweb Services or the Internet. This includes "denial of service" (DOS) attacks against another network host or individual user. Interference with or disruption of other network users, services or equipment is prohibited. It is the Member's responsibility to ensure that their network is configured in a secure manner. A Subscriber may not, through action or inaction, allow others to use their network for illegal or inappropriate actions. A Subscriber may not permit their network, through action or inaction, to be configured in such a way that gives a third party the capability to use their network in an illegal or inappropriate manner. Unauthorized entry and/or use of another company and/or individual's computer system will result in immediate account termination. Charlottezweb will not tolerate any subscriber attempting to access the accounts of others, or penetrate security measures of other systems, whether or not the intrusion results in corruption or loss of data.

  Fraud: Involves a knowing misrepresentation or misleading statement, writing or activity made with the intent that the person receiving it will act upon it.

  Infringement of Copyright, Patent, Trademark, Trade Secret, or Intellectual Property Rights: Distribution and/or posting of copyrighted or the aforementioned infringements will not be tolerated.

  Distribution of Viruses: Intentional distributions of software that attempts to and/or causes damage, harassment, or annoyance to persons, data, and/or computer systems are prohibited. Such an offense will result in the immediate termination of the offending account.

  Inappropriate Use of Software: Use of software or any device that would facilitate a continued connection, i.e. pinging, while using Charlottezweb services could result in suspension service.

  Third Party Accountability: Charlottezweb subscribers will be held responsible and accountable for any activity by third parties, using their account, that violates guidelines created within the Acceptable Use Policy.

  Violation Of Charlottezweb Accounts: It is absolutely forbidden to host pornographic content or IRC servers on Charlottezweb accounts. Accounts found hosting this material will be subject to immediate cancellation without refund.

  IRC networks: It is absolutely forbidden to host an IRC server that is part of or connected to another IRC network or server. Servers found to be connecting to or part of these networks will be immediately removed from our network without notice. The server will not be reconnected to the network until such time that you agree to completely remove any and all traces of the irc server, and agree to let us have access to your server to confirm that the content has been completely removed. Any server guilty of a second violation will result in immediate account termination.


You are responsible for any misuse of your account, even if the inappropriate activity was committed by a friend, family member, guest or employee. Therefore, you must take steps to ensure that others do not gain unauthorized access to your account. In addition, you may not use your account to breach security of another account or attempt to gain unauthorized access to another network or server.

Your password provides access to your account. It is your responsibility to keep your password(s) complex, unique and secure.
Sharing your password and account access with unauthorized users is prohibited. You should take care to prevent others from using your account since you will be held responsible for such use.
Attempting to obtain another user's account password is strictly prohibited, and may result in termination of service.
You must adopt adequate security measures to prevent or minimize unauthorized use of your account.
You may not attempt to circumvent user authentication or security of any host, network or account. This includes, but is not limited to, accessing data not intended for you, logging into or making use of a server or account you are not expressly authorized to access, or probing the security of other networks. Use or distribution of tools designed for compromising security is prohibited. Examples of these tools include, but are not limited to, password guessing programs, cracking tools or network probing tools.
You may not attempt to interfere with service to any user, host or network ("denial of service attacks"). This includes, but is not limited to, "flooding" of networks, deliberate attempts to overload a service, and attempts to "crash" a host.
Users who violate systems or network security may incur criminal or civil liability. Charlottezweb will cooperate fully with investigations of violations of systems or network security at other sites, including cooperating with law enforcement authorities in the investigation of suspected criminal violations.

Network Performance

Charlottezweb accounts operate on shared resources. Excessive use or abuse of these shared network resources by one customer may have a negative impact on all other customers. Misuse of network resources in a manner which impairs network performance is prohibited by this policy and may result in termination of your account.

You are prohibited from excessive consumption of resources, including CPU time, memory, disk space and session time. You may not use resource-intensive programs which negatively impact other customers or the performances of Charlottezweb systems or networks. Charlottezweb reserves the right to terminate or limit such activities.  Should you have the desire to use a questionable script, please contact support BEFORE utilizing it to seek permission to install and run it on your account.
Charlottezweb requests that anyone who believes that there is a violation of this AUP direct the information to the Abuse Department at

If available, please provide the following information:

The IP address used to commit the alleged violation
The date and time of the alleged violation, including the time zone or offset from GMT
Evidence of the alleged violation
E-mail with full header information provides all of the above, as do system log files. Other situations will require different methods of providing the above information. Charlottezweb may take any one or more of the following actions in response to complaints:

Issue written or verbal warnings
Suspend the Member's newsgroup posting privileges
Suspend the Member's account
Terminate the Member's account
Bill the Member for administrative costs and/or reactivation charges
Bring legal action to enjoin violations and/or to collect damages, if any, cause by violations


Charlottezweb reserves the right to revise, amend, or modify this AUP, our TOS (Terms of Service) and our other policies and agreements at any time and in any manner. Notice of any revision, amendment, or modification will be posted in accordance with our TOS (Terms of Service). 

Terms of Service   //   print this page, LLC ("The Company") agrees to furnish services to the Subscriber, subject to the following TOS (Terms of Service).

Use of Charlottezweb Service constitutes acceptance and agreement to Charlottezweb's AUP as well as Charlottezweb's TOS (Terms of Service).
All provisions of this contract are subject to the TOS (Terms of Service) of Charlottezweb and AUP (Acceptable Use Policy)
. The AUP may be changed from time to time at the discretion of the Company. Subscriber understands that change to the AUP by the Company shall not be grounds for early contract termination or non-payment.

Revision Date:  August 8, 2016
-Added details to the "Domain Name Policies" section per registry requirements. 
-Re-organized existing TOS into subcategories.
Payment Policies
Service Rates: Subscriber acknowledges that the nature of the service furnished and the initial rates and charges have been communicated to Subscriber. Subscriber is aware that the Company may prospectively change the specified rates and charges from time to time. Subscribers, once setup, are locked into their initial pricing which cannot be raised for that specific account throughout the non-broken duration of that specific account.  Any additional accounts ordered will be subject to current pricing at the time of order.

Payment: Establishment of this service is dependent upon receipt by the Company of payment of stated charges. Subsequent payments are due on the anniversary date of the month (or quarter or year, if applicable) for that month's service.

Payments and Fees: Service will be interrupted on accounts that reach 30 days (including non-business days and holidays) past due. Service interrupted for nonpayment may be subject to a $10 reconnect charge. Accounts that are not collectable by Charlottezweb may be turned over to an outside collection agency for collection. If your account is turned over for collection, you agree to pay the company a "Processing and Collection" Fee of not less than $15 nor more than $25. If you desire to cancel your account, please follow the proper procedure to do this as outlined in this TOS.
Refunds: Charlottezweb offers a 30-day money back guarantee on your first month of service fees.  If you are in any way unsatisfied with services DURING your first 30 days, you may cancel your account and have all monies refunded in full.  Account cancellations after the first 30 days will result in no refunds unless you have paid quarterly or yearly dues in advance.  In these cases, you will be refunded the pro-rated amounts starting with the first full month of unused services.  For example, should you cancel a yearly contract during the second month, you will be refunded the remaining 10 months (proportional to the amount per month based on the discounted yearly rate) in full.

Disputes:  All overcharges or billing disputes must be reported within 60 days of the time the dispute occurred. If you dispute a charge to your credit card issuer that, in Charlottezweb's sole discretion is a valid charge under the provisions of the TOS and /or AUP, you agree to pay Charlottezweb an "Administrative Fee" of not less than $25 and not more than $100.

Failure to Pay: The Company may temporarily deny service or terminate this Agreement upon the failure of Subscriber to pay charges when due. Such termination or denial will not relieve Subscriber of responsibility for the payment of all accrued charges, plus reasonable interest and any collection fees.

Account Cancellation: Charlottezweb's preferred method of cancellation is via the Client Area of your account. Once logged in, you can view your current accounts and request cancellation as needed.   Emailed cancellation requests are also acceptable.

Service Disruption:  Subscriber acknowledges that the service provided is of such a nature that service can be interrupted for many reasons other than the negligence of the company and that damages resulting from any interruption of service are difficult to ascertain. Therefore, subscriber agrees that the company shall not be liable for any damages arising from such causes beyond the direct and exclusive control of the company. Subscriber further acknowledges that the company's liability for its own negligence may not in any event exceed an amount equivalent to charges payable by subscriber for services during the period damages occurred. In no event shall the company be liable for any special or consequential damages, loss or injury.

Contact Information: You must provide us with, and keep current, good contact information for you. E-mail, telephone and fax contacts are used, in that order of preference.
Network Policies

IP Address Ownership: If Charlottezweb assigns Customer an Internet Protocol address for Customer's use, the right to use that Internet Protocol address shall belong only to Charlottezweb, and Customer shall have no right to use that Internet Protocol address except as permitted by Charlottezweb in its sole discretion in connection with the Services, during the term of this Agreement. Charlottezweb shall maintain and control ownership of all Internet Protocol numbers and addresses that may be assigned to Customer by Charlottezweb, and Charlottezweb reserves the right to change or remove any and all such Internet Protocol numbers and addresses, in its sole and absolute discretion. Our allocation of IP addresses is limited by ARIN's new policies. These new policies state that use of IP addresses for IP based virtual hosts will not be accepted as justification for new IP addresses. What this means to you is that you MUST use name-based hosting where possible. We will periodically review IP address usage, and if we find that clients are using IP addresses where name-based hosting could be used, we will revoke authorization to use those IP addresses that could be used with name-based hosting.
Bandwidth and Disk Usage: Customer agrees that bandwidth and disk usage shall not exceed the number of megabytes per month for the Services ordered by Customer on the Order Form (the "Agreed Usage"). Charlottezweb will monitor Customer's bandwidth and disk usage. Charlottezweb shall have the right to take corrective action if Customer's bandwidth or disk usage exceeds the Agreed Usage. Such corrective action may include the assessment of additional charges, disconnection or discontinuance of any and all Services, or termination of this Agreement, which actions may be taken is in Charlottezweb's sole and absolute discretion. If Charlottezweb takes any corrective action under this section, Customer shall not be entitled to a refund of any fees paid in advance prior to such action.
System and Network Security: Users are prohibited from violating or attempting to violate the security of the Charlottezweb Network. Violations of system or network security may result in civil or criminal liability. Charlottezweb will investigate occurrences, which may involve such violations and may involve, and cooperate with, law enforcement authorities in prosecuting Users who are involved in such violations. These violations include, without limitation:
-Accessing data not intended for such User or logging into a server or account, which such User is not authorized to access.
-Attempting to probe, scan or test the vulnerability of a system or network or to breach security or authentication measures without proper authorization.
-Attempting to interfere with service to any user, host or network, including, without limitation, via means of overloading, "flooding", "mail bombing" or "crashing".
-Forging any TCP/IP packet header or any part of the header information in any e-mail or newsgroup posting.
-Taking any action in order to obtain services to which such User is not entitled.  

Notification of Violation:
Charlottezweb is under no duty to look at each customer's or user's activities to determine if a violation of the AUP has occurred, nor do we assume any responsibility through our AUP to monitor or police Internet-related activities.

First violation: Any User, which Charlottezweb determines to have violated any element of this Acceptable Use Policy, shall receive an email, warning them of the violation. The service may be subject at Charlottezweb's discretion to a temporary suspension pending a User's agreement in writing, to refrain from any further violations.

Second Violation: Users that Charlottezweb determines to have committed a second violation of any element of this Acceptable Use Policy shall be subject to immediate suspension or termination of service without further notice.
Suspension of Service or Cancellation: Charlottezweb reserves the right to suspend network access to any customer if in the judgment of the Charlottezweb network administrators the customer's account is the source or target of the violation of any of the other terms of the AUP or for any other reason which Charlottezweb chooses. If inappropriate activity is detected, all accounts of the Customer in question will be deactivated until an investigation is complete. Prior notification to the Customer is not assured. In extreme cases, law enforcement will be contacted regarding the activity. The customer will not be credited for the time the customer's machines were suspended.
Domain Name Policies
New Domain Accounts: All new web hosting accounts involving new domains will be set up within 1 to 2 business days. Charlottezweb recognizes that upon paying the registration fee, the subscriber becomes the legal owner.  As long as there are no pending payments, Charlottezweb will transfer ownership or relinquish the domain as requested by the subscriber at any time.
Domain Renewal Notifications : To comply with registry requirements, Charlottezweb will email alerts to the email address on file (Your Client Area login username) of upcoming domain renewals and expirations at the following intervals:

In Advance:
1st notice - 60 days in advance of expiration
2nd notice - 45 days in advance of expiration
3rd notice - Invoice Generated - 30 days in advance of expiration
4th notice - 15 days in advance of expiration
5th notice - 7 days in advance of expiration
After Expiration:
6th notice - 3 days after expiration (final notice)

Domain Renewal Notifications : Domain renewals are equal to the original registration fee as long as they are completed on time or within the suspension period. If a domain expires due to lack of payment and exceeds approximately 29 days, the domain will enter a period of "Redemption" prior to being released back to the public. During Redemption, the cost the registry charges to renew a domain is $250 USD. This is a registry fee and is not set by Charlottezweb.  Please note that not all TLDs guarantee the same grace period prior to Redemption so it is highly recommended to renew in advance or immediately after expiration if you wish to retain ownership.

Domain Expiration : When a domain expires, it becomes inactive immediately, a parking page is displayed, and all the services attached to it, such as a website and/or email cease to function. It is not possible to make any updates to the domain while it is expired.
SPAM Policies

SPAM and Unsolicited Commercial Email (UCE): Charlottezweb takes a zero tolerance approach to the sending of Unsolicited Commercial Email (UCE) or SPAM over our network. Very simply this means that customers of Charlottezweb may not use or permit others to use our network to transact in UCE. Customers of Charlottezweb may not host, or permit hosting of, sites or information that is advertised by UCE from other networks. In addition, it is not acceptable to transmit bulk email through remote SOCKS, HTTP or other similar proxies who in turn make a SMTP (TCP port 25) connection to the destination mail servers. This technique may result in account suspension or termination. Violations of this policy carry severe penalties, including termination of service. In order to prevent unnecessary blacklisting due to spam we reserve the right to occasionally sample bulk email being sent from servers.
Violation of Charlottezweb's SPAM policy will result in severe penalties. Upon notification of an alleged violation of our SPAM policy, Charlottezweb will initiate an immediate investigation (within 48 hours of notification). During the investigation, Charlottezweb may restrict customer access to the network to prevent further violations. If a customer is found to be in violation of our SPAM policy, Charlottezweb may, at its sole discretion, restrict, suspend or terminate customer's account. Further, Charlottezweb reserves the right to pursue civil remedies for any costs associated with the investigation of a substantiated policy violation. Charlottezweb will notify law enforcement officials if the violation is believed to be a criminal offense.
First violations of this policy will result in an "Administrative Fee" of $250 and your account will be reviewed for possible immediate termination. A second violation will result in an "Administrative Fee" of $500 and immediate termination of your account. Users who violate this policy agree that in addition to these "Administrative" penalties, they will pay "Research Fees" not to exceed $175 per hour that Charlottezweb personnel must spend to investigate the matter. PLEASE, DO NOT SPAM from your account.
As our Customers are ultimately responsible for the actions of their clients over the Charlottezweb network, it is advisable that Customers develop a similar, or stricter, policy for their clients, if applicable.
Anyone hosting websites or services on their account that support spammers or cause any of our IP space to be listed in any of the various Spam Databases will have their account immediately removed from our network. Charlottezweb reserves the right to immediately delete that account without providing any backups or refunds regardless of what type of payment plan was used.  This supersedes the Refund clause discussed in option 5. above. 
General Policies

Disclosure to Law Enforcement: The AUP specifically prohibits the use of our service for illegal activities. Therefore, Subscriber agrees that the Company may disclose any and all subscriber information including assigned IP numbers, account history, account use, etc. to any law enforcement agent who makes a written request without further consent or notification to the Subscriber. In addition Charlottezweb shall have the right to terminate all service set forth in this Agreement.
Responsibility for Content: You, as Charlottezweb's customer, are solely responsible for the content stored on and served by your Charlottezweb server.

Denial of Service: We reserve the right to refuse service to anyone at any time for any reason.
Support Boundaries: Charlottezweb servers are monitored for uptime of all services 24 hours a day, 7 days a week, 365 days a year with no exceptions.  Any server-related problems are addressed immediately around the clock, year round by our support staff and/or datacenter staff.  Technical support to our individual subscribers is provided on an as-needed basis with the exception of a few holidays. We limit our technical support to our area of expertise. The following rules are our guidelines when providing support: Charlottezweb provides support related to your account's physical functioning. Charlottezweb does not offer tech support for application specific issues such as cgi programming, html or any other such issues unless arranged otherwise. Charlottezweb does not provide technical support for YOUR customers unless arranged otherwise. If you can email, we encourage you to email for assistance. You can also login to your Client Area and submit a trouble ticket to our support team. 
Charlottezweb reserves the right to amend its policies at any time. All Sub-Networks, resellers and managed servers of Charlottezweb must adhere to the above policies. Failure to follow any term or condition will be grounds for immediate Cancellation. You will be held responsible for the actions of your clients in the matter described on these Terms and conditions. Therefore, it is in your best interest to implement a similar or stricter Terms and conditions or otherwise called Acceptable Terms of use policy.
Indemnification: Charlottezweb wishes to emphasize that in agreeing to the Charlottezweb Acceptable Use Policy (AUP) and Terms of Service (ToS), customer indemnifies Charlottezweb for any violation of the Acceptable Use Policy (AUP) and Terms of Service (ToS) that results in loss to Charlottezweb or the bringing of any claim against Charlottezweb by any third-party. This means that if Charlottezweb is sued because of a customer's or a customer of a customer's activity, the customer will pay any damages awarded against Charlottezweb, plus all costs and attorney's fees.
A waiver by the Company of any breach of any provision of this Agreement by Subscriber shall not operate as or be construed as a continuing or subsequent waiver thereof or as a waiver of any breach of any other provision thereof.

Subscriber shall not transfer or assign this Agreement without the prior written consent of the Company. Company may assign Agreement at anytime without consent from or notice to Subscriber. Company reserves right to cancel customers rights under this contract at anytime without further obligation.

Charlottezweb takes no responsibility for any material input by others and not posted to the Charlottezweb Network by Charlottezweb. Charlottezweb is not responsible for the content of any other websites linked to the Charlottezweb Network; links are provided as Internet navigation tools only. Charlottezweb disclaims any responsibility for any such inappropriate use and any liability to any person or party for any other person or party's violation of this policy.

Charlottezweb is not responsible for any damages your business may suffer. Charlottezweb does not make implied or written warranties for any of our services. Charlottezweb denies any warranty or merchantability for a specific purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by Charlottezweb.

It is absolutely forbidden to host pornographic content or IRC servers on Virtual Server Accounts. Virtual Server Accounts found hosting this material will be subject to immediate cancellation without refund.
Our Guarantee   //   print this page

We stand behind our claims of incredible service and reliability.  We prove this by offering a 30-day, money-back guarantee on our services. 

Should you be dissatisfied with our service, simply let us know within 30 days of signing up and we will cancel your account and completely refund your money.  It's that simple!  We want to provide a no-risk situation so that you will feel comfortable in your selection for hosting.

 If you pay in advance through a quarterly or yearly plan, and cancel within 30 days, we will refund ALL of your money.  If you should choose to cancel at any time thereafter, we will refund your paid amount proportionally for all complete unused months.  For example, if you pay in advance for three months, and cancel within thirty days, you will receive a full refund.  If you cancel during the second month, you will receive your third month's fees (proportional to the amount paid) back.

Privacy Policy   //   print this page, LLC values our clients and respects their privacy.

We have strict policies in place to protect your information and will we will not sell or share it with any outside sources except when legally required to do so by authorized party as discussed in our Terms of
Service and Acceptable Use Policy.
Charlottezweb may collect data in the follow ways:
  Upon submission of a contact form:

The information you provide as well as your IP (Internet) address is collected for tracking and contact purposes.
  Upon ordering of services:
Your name, mailing address, phone number(s) and other contact information is required to purchase services. No banking information is gathered by Charlottezweb when you purchase services online. When you purchase via PayPal or from, Inc. (an authorized retailer of Charlottezweb services) these companies handle all contact with your banking institutions to ensure your protection. Charlottezweb will not have access to any of your banking details. This doesn't apply if you mail in payment for services, in which case Charlottezweb will only process your payment without keeping any record of your bank details or information. In all cases, no banking details are in any way stored online where they could be subject to malicious entry or access.
  Upon viewing the website:
Our server stores referral information upon your visit to the site including such information as IP address, time of visit, browser type and your referral web address. This information is used SOLELY by Charlottezweb to measure demographical information so that we can better advertise and structure our business. This collected information is no different from that logged by most standard webservers today.

In summation, all information collected, regardless of means, is protected from public access and will not be shared or sold for any reasons unless Charlottezweb is legally required to do so by an authorized source. This includes, but is not limited to, court orders or federal investigations.

If you are a hosting subscriber of Charlottezweb, you can see what information we have on file by logging into your Client Area. You may make updates there, or contact support should you need to change or remove any information., LLC reserves the right to update this privacy policy as needed without prior notice.

Contact Information   //   print this page

Mailing Address:, LLC
319 S. Sharon Amity Road
Suite 220
Charlotte, NC 28211
BB Logo

Contact Methods:
  1. Our Ticketing System is our primary method of providing sales, billing and/or technical support. 

    Tickets may be opened from within your Client Area or by visiting our Contact Form.

    Tickets are monitored 8am-8pm Eastern (New York time), daily and typically several hours beyond that timeframe on most days.
  2. Our Forum is a great option for searching, reading and/or posting questions.  It is monitored as actively as our Ticketing System by the same staff.  Registration and client validation is required to have full access to all areas.
  3. Live Chat is available upon request as of December 2015.  There is no defined schedule for this service but it is available on most evenings (Eastern/NY time) or in the event that it becomes easier to chat about a support ticket in real time.  When a staff member is logged in, you'll see the option to chat at the bottom right of most pages on, excluding the Forum (by design).

    (View our Live Chat announcement here).
  4. Phone Support is generally not offered.  There may be scenarios where we'll recommend this as an option for more complex issues however we prefer to utilize our ticketing system, forum or live chat as a means of more effectively providing auditable, secure support.