Terms of Service

Learn more about our legal agreements and contractual terms

Mercy Global Communications - Terms of Service

Mercy Global Communications provides web hosting to clients worldwide, and we have a responsibility to protect each client and to provide the best services available. All clients of Mercy Global Communications are subject to the following terms of service:

By using Mercy Global Communications’ ("mercyglobal.co", "our", "us" or "we") website, products and services ("Service", or "Services"), you ("you", "your", "Client" or "Customer") agree to comply with our policies as set forth in these Terms of Service ("Terms of Service", "TOS", or "Agreement"). Creating an account and ordering service through our website constitutes your acceptance and agreement to be bound by these Terms of Service. Mercy Global Communications reserves the right to cancel, suspend, or terminate any service provided with or without a refund or notice or warning for any reason. Mercy Global Communications also reserves the right to change and modify the Terms of Service at any time with or without client notification. It is up to the client to periodically check and familiarize himself or herself with the recent Terms of Service. If any client does not comply with the new Terms of Service modifications, his or her service will be terminated.

Indemnification Policy

You agree to use all Mercy Global Communications services and facilities at your own risk. Mercy Global Communications specifically disclaims all warranties of merchantability and fitness for a particular purpose. In no event shall Mercy Global Communications be liable for any loss, or loss of data, or other commercial damage, including but not limited to special, incidental, consequential or other damages.

Customer agrees that it shall defend, indemnify, save and hold Mercy Global Communications harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney's fees asserted against Mercy Global Communications, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, it's agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless Mercy Global Communications against liabilities arising out of Any injury to person or property caused by any products sold or otherwise distributed in connection with Mercy Global Communications's server.

Mercy Global Communications reserves the right to intervene with any of the sites hosted on its servers in the interest of its customers. Any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party Copyright infringement any defective products sold to customer from Mercy Global Communications's server. Mercy Global Communications shall be the sole judge of what violates this Policy.

Mercy Global Communications cannot be held responsible for actions carried out by websites hosted by Mercy Global Communications. Customer agrees to indemnify Mercy Global Communications of any losses, demands or claims relating to a website or server hosted with Mercy Global Communications.

Mercy Global Communications shall not be held liable for any documents, posts, statements or information hosted on it shared servers, or Virtual Servers or Dedicated Servers.

Every customer of Mercy Global Communications is solely responsible for his or her website or server contents.

Acceptable Use Policy

By ordering our services, you agree to adhere to our Acceptable Use Policy ("AUP"). Failure to do so will result in suspension and possibly termination. Your account may also be reported to FraudRecord.

Privacy Policy

By ordering our services, you agree to adhere to our Privacy Policy .

Abuse, Fraud and Take-Down Requests

In the event of abuse, copyright infringement or fraudulent activity on any of the websites or servers with Mercy Global Communications, an abuse report may be filed via email or by submitting a ticket.

Mercy Global Communications does not have control to alter or remove content from a customer website or server and as such, Mercy Global Communications would contact the respective owner of the website or server and notify them of the abuse report and request they take action.

Mercy Global Communications reserves the right to take down the website or suspend the server containing abuse or fraudulent activity if the service owner did not respond to Mercy Global Communications' notification of the abuse report after 48 hours.

In the event of abuse, copyright infringement or fraudulent activity on any of the websites or servers with Mercy Global Communications, an abuse report may be filed via email or by submitting a ticket.

Mercy Global Communications does not have control to alter or remove content from a customer website or server and as such, Mercy Global Communications would contact the respective owner of the website or server and notify them of the abuse report and request they take action.

Mercy Global Communications reserves the right to take down the website or suspend the server containing abuse or fraudulent activity if the service owner did not respond to Mercy Global Communications' notification of the abuse report after 48 hours.

Billing, Refunds and Chargebacks

Mercy Global Communications accepts payments via MasterCard / VISA Credit/Debit cards or Bitcoin. Payments made via Credit/Debit cards are authenticated via 3D-Secure and remain subject to additional verification or review.

Mercy Global Communications reserves the right to place an order on hold for additional review after payment has been made.

Mercy Global Communications only provides a refund within 3-days of the first order. A transaction older than 3 days would not be refunded unless the following criterias are met:

  • No connectivity
  • Errors from Mercy Global Communications' end.

A change of mind is not an acceptable criteria for refund as Mercy Global Communications provides services instantly upon payment. Customer is given 3 days to decide if he or she is comfortable with the service.

Shall there be a dispute or discomfort with a service, the customer is to contact our support staff for a resolution. A chargeback would result in an outright termination of the service at the end of the billing period and ban of the client.

Clients are encouraged to make use of their own payment methods for payment. Do not use someone else's credit card as in the event of a chargeback, the service would be terminated at the end of the billing period.

Invoicing, Renewals, Suspensions and Cancellations

Renewal invoices are generated 7 days ahead of the renewal date.

A customer who fails to pay his/her renewal invoice after 3 days from the expiration date, would have their service suspended.

Mercy Global Communications reserves the right to cancel the service at the end of the billing period without generating a renewal invoice.

A customer is free to cancel his or her service at any time.

Late Payments

All accounts are billed according to the dates they were first activated on. If you will not pay for service renew in 5 days after deactivation, your account will be suspended. If you will not pay for service renew in 30 days after deactivation, your account will be terminated. You will receive an email reminder 5 days till deactivation.

Support

Mercy Global Communications support is hanled through email or tickets submitted on our website or Client Area. Tickets are responded to in the order at which they were submitted. Multiple replies/emails on the same subject would not ensure a faster response. The average response time for tickets submitted is 1 - 2 business hours.

Mercy Global Communications support is available Monday - Friday(Except Public Holiday) between 9:00am an 3:00pm WAT(West African Time).

Abusive language, threats or any form of profanity to any of our support staff would not be tolerated and may result in suspension/termination

Virtual Server Support

Mercy Global Communications servers are unmanaged. Mercy Global Communications servers are designed for web hosts, advanced Linux administrators, and experienced webmasters. In order to successfully manage our servers, the client should be familiar with Linux operating systems, tools, and services. Mercy Global Communications provides basic tools needed to configure and maintain the client’s server. Mercy Global Communications provides knowledgebase articles covering various topics which may offer insight into common questions regarding our servers. Mercy Global Communications also provides remote console access to our servers which gives the client a way to access his or her server even with a broken SSH configuration.

The client is responsible for managing his or her server. Mercy Global Communications staff is available for general support covering the areas below. Mercy Global Communications also works around the clock to ensure that our hardware and network is and up running as expected.

You may contact Mercy Global Communications for support regarding the following issues:

  • Network access.
  • Server hardware.
  • SolusVM VPS control panel. If you experience problems with any SolusVM functionality, please open a ticket.
  • OS templates and ISOs. If you notice any bugs with our OS templates or ISOs, please open a support ticket.

This list may not be exhaustive, but it represents the general idea of our unmanaged hosting. Anything that we do not install and configure for the client is the client’s responsibility and is not covered by our support. We will not install or configure additional packages on a server that are not present in our default OS templates.

Shared Hosting Support

Mercy Global Communications shared hosting support covers the hosting environment, not a customer's individual website(s), script(s), or database(s). Examples of issues we cannot assist with include (but are not limited to):

  • Out of date scripts (this includes Joomla/Wordpress installs, wordpress plugins, custom theme extensions, etc.).
  • Scripts that require non-standard hosting environments. (Anything that would need to be configured or added outside of the cPanel/WHM interfaces.)
  • Any backend service which is not managed and installed natively in our environment. (NoSQL, TeamSpeak plugins, etc.)

Customers are responsible for keeping their scripts up to date. Mercy Global Communications does not provide support for website problems resulting from outdated scripts or installations. We recommend that our customers use the included Softaculous script manager to install available scripts. Softaculous can assist in keeping scripts up to date.

Mercy Global Communications shared support is available for non-critical issues between the hours of 9AM and 3PM WAT. Critical support for server or network problems is available 24/7/365.

Client Account

We require your real first and last name, as well as accurate information in all other fields, upon placing an order. If you provide false information when placing an order, your service may be suspended and/or terminated without notice upon manual review.

Each client may have only one account with Mercy Global Communications. Permission to create additional accounts must be requested via ticket prior to ordering. All related accounts may be suspended and/or terminated if permission has not been requested before creating more than one.

Limitation of Liability

Mercy Global Communications shall not be responsible for any claimed damages, including incidental and consequential damages, which may arise from Mercy Global Communications servers going off-line or being unavailable for any reason whatsoever. Furthermore, Mercy Global Communications shall not be responsible for any claimed damages, including incidental or consequential damages, resulting from the corruption or deletion of any web site from one of Mercy Global Communications servers. All damages shall be limited to the immediate termination of service.

Last updated: June 5, 2019

Copyright © 2019 - Mercy Global Communications | Reg: BN2778543 | VAT: 22442392-0001 - All Rights Reserved.