Terms & Conditions

1. Overview & Scope

This document ("Agreement") constitutes the complete Terms of Service for The IT Experience and supersedes any prior written or oral agreements. It governs all services provided by The IT Experience, including but not limited to remote technical support, on-site support, and web hosting services. The IT Experience reserves the right to modify, amend, or revise any portion of this Agreement at any time, with or without prior written notice.

By purchasing, using, or continuing to use any service offered by The IT Experience, You agree to be bound by this Agreement in its entirety. If You do not agree to these terms, You must discontinue use of all services and notify The IT Experience in writing.

2. Definitions

• "The IT Experience," "Provider," "We," "Us," or "Our" refers to The IT Experience, a business operating in the State of New Hampshire.
• "You," "Your," "Client," "Customer," or "Member" refers to each person or entity who applies for, purchases, or uses any service, or any authorized designate of such person or entity.
• "Services" refers to any and all offerings provided by The IT Experience, including remote support sessions, on-site technical support, managed services, web hosting, and related professional services.
• "Agreement" refers to this Terms and Conditions document in its entirety.

3. Governing Law & Jurisdiction

This Agreement shall be interpreted and enforced under the laws of the State of New Hampshire, without regard to conflict of laws provisions. Any action between the parties arising from or relating to this Agreement shall be brought exclusively in the courts of Rockingham County, New Hampshire, or, where federal jurisdiction exists, in the United States District Court for the District of New Hampshire. Both parties consent to personal jurisdiction in these courts and waive any objection to venue.

4. Remote Support — Payment

Full payment is required prior to the start of any remote support session, unless otherwise specified in a separate written agreement between the Client and The IT Experience.

5. Remote Support — Service Guarantee

We guarantee that, upon completion of a remote support session, the immediate issue or request described in the support ticket will be resolved. Prior to closing any support request, a technician will contact You via email or phone to verify resolution.

Verification & closure: Your issue is considered resolved when the computer has been completely shut down, restarted, and You have confirmed the resolution is satisfactory. It is Your responsibility to verify satisfaction prior to the support request being closed.

6. Remote Support — Permissions & Access

By requesting a remote support session, You grant The IT Experience the following permissions:

• System access: Permission to remotely access, view, modify, edit, delete, or otherwise manipulate computer software, applications, data, and data storage media, including but not limited to the operating system, documents, spreadsheets, databases, audio, video, system drivers, and any other software or data on Your system or network.
• Software installation: Permission to download and/or install software on Your computer and/or network, including but not limited to virus scanners, diagnostic and repair utilities, drivers, libraries, and any software You request to be installed.

7. Remote Support — Release of Liability

By proceeding with a remote support session, You acknowledge and agree to the following:

• You release The IT Experience from any and all liability associated with the performance of service or the provision of parts, and acknowledge that The IT Experience offers no express or implied warranty or guarantee on services performed.
• Due to the nature of the services performed, there is inherent risk of damage or loss, including but not limited to damage to computer software, applications, data, and data storage media.
• You release The IT Experience from all liability for any direct, indirect, incidental, or consequential material or financial damage or loss that may result from the actions of The IT Experience during a remote support session.

8. Web Hosting — Services Provided

The IT Experience provides internet server rental for the purpose of allowing Customers to host websites, maintain email accounts, and access web space via FTP. All services must be used in a manner consistent with applicable federal, state, and local laws.

The IT Experience reserves the right to refuse service to prospective or existing Customers in order to protect its existing customer base. Accounts found in violation of this Agreement may be terminated without prior notification or refund.

By accepting Your service agreement, You agree not to abuse — whether verbally, physically, or through any electronic communication — any customer, employee, or contractor of The IT Experience. The IT Experience may send periodic emails regarding Your account, special offers, and promotions. You may unsubscribe at any time by following the instructions in those emails.

9. Web Hosting — Payment, Renewals & Late Fees

Payment

Full payment is required in advance before hosting service is activated. Invoices are issued every billing period, and You are given fifteen (15) days to submit payment in full. All payment-due notices are sent by email only — no invoices will be sent by postal mail or fax. Failure to pay by the due date will result in account suspension. It is Your responsibility to ensure timely payment, even if notification emails are not received.

You warrant that all information provided in Your account registration is accurate and truthful. All prices are in US Dollars ($) unless otherwise specified.

Renewals

In the event of insufficient funds at renewal, You agree to allow The IT Experience to place Your account on a partial-term payment plan to avoid service interruption and protect Your data.

Late Fees

Invoices unpaid by the due date are automatically marked overdue. After a 5-day grace period, the account is automatically suspended and a $15.00 late fee is applied. To reactivate a suspended account, the original invoice amount plus the $15.00 fee must be paid in full.

Coupons

Coupons and promotional codes are offered at Our discretion. Third-party coupon applications that manipulate Our pricing structure will not be honored. The IT Experience reserves the right to refuse any coupon code believed to be invalid and will honor the lowest advertised price on Our website at the time of order.

10. Web Hosting — Cancellation & Refunds

You may cancel Your account at any time by contacting customer service and completing identity verification. You will be charged in full for the billing period in which cancellation occurs.

Non-refundable items: Refunds are not available for domain registrations, dedicated IP addresses, SSL certificates, CDN services, professional services, or other add-on services, whether purchased separately or included in a hosting package. Domain names transferred to Our service incur an additional year of registration and are treated as new registrations.

Accounts with negative balances will be sent to collections, and all services — including domain registrations — will be terminated.

11. Web Hosting — 99.9% Uptime SLA & 30-Day Guarantee

99.9% Uptime SLA

The IT Experience guarantees 99.9% network uptime for Our servers and primary co-location internet connection. We pursue partnerships with all Tier-1 providers to maintain maximum uptime. However, The IT Experience is not responsible for downtime caused by third-party provider hardware or network malfunctions beyond Our ability to directly correct, nor for downtime caused by the Client, including but not limited to spamming, DDoS attacks, or other cyber attacks.

30-Day Money-Back Guarantee

Customers cancelling within 30 days who had a domain transferred to Our service will receive a refund of the hosting package price less the domain registration fee.

12. Web Hosting — Acceptable Use & Content Policy

Content uploaded to The IT Experience servers must not violate any federal, state, or local laws or regulations; infringe on any intellectual property rights; be defamatory, threatening, harassing, or discriminatory; promote hate; or contain viruses or other malicious code.

No spam policy: Unsolicited commercial or bulk email originating from or promoting websites on Our network is strictly prohibited, including email sent from third-party addresses that promotes sites hosted on Our servers. The IT Experience reserves the right to deactivate any account engaging in such activity without prior notice.

Third-party scripts & exploits: You are responsible for maintaining up-to-date, exploit-free versions of all scripts installed on Your account, whether from Our auto-installer or installed manually. If a script on Your account is found to have security vulnerabilities that allow third-party exploitation, You must remove or patch the script. The IT Experience reserves the right to terminate accounts with unpatched security vulnerabilities.

False information: You agree not to post false or inaccurate information in violation of applicable regulations or platform rules. The IT Experience reserves the right to suspend or terminate service if unethical, false, or unlawful activity is reported.

Licensed software: You agree to use only properly licensed third-party software in connection with Your use of the Services.

The IT Experience will be the sole and final arbiter as to what constitutes a violation of this policy. While We do not routinely monitor customer server contents, We reserve the right to investigate and terminate accounts suspected of violating this Agreement.

13. Web Hosting — Resources, Storage & Backups

Unlimited Features

Plans marked "Unlimited" do not impose hard limits on disk space or bandwidth. However, all Customers must use resources consistent with normal personal or small business website operation and remain in compliance with this Agreement. Storage space is for active website files only — not file archiving. Accounts found in violation may have content removed with or without prior notice.

Excessive Resource Use

The IT Experience provides a shared hosting environment in which Customers share server resources. An account is considered to be using excessive resources when it consumes 100% of allocated computing resources on the subscribed plan, and/or exceeds 75,000 files (inodes). Excessive accounts will be automatically throttled for the duration of the overuse. The Customer may be required to upgrade to a more appropriate plan (e.g., VPS or dedicated server). The IT Experience reserves the right to suspend offending accounts prior to notification if service disruption to other Customers has occurred or is imminent.

Backups

The IT Experience provides tools to create backups of account data and maintains server-level backups retained for 24 hours for disaster recovery purposes only. Unless otherwise stated in Your agreement, it is solely Your responsibility to maintain current backups of Your data. The IT Experience is not responsible for any loss of data due to hardware failure, backup failure, hacking, accidental deletion, or any other cause.

14. Payment Terms, Late Fees & Payment Responsibility

Payment Terms

Unless otherwise specified in a separate written agreement, the Client shall pay The IT Experience in full within fifteen (15) calendar days from the invoice issue date ("Due Date"). All invoices must be paid in full — The IT Experience does not provide financing, payment installment plans, or partial-payment options on open invoices.

Payment Responsibility

It is the sole responsibility of the Client to remit payment for all invoices on or before the Due Date. If services are rendered or products are provided, the Client assumes full responsibility for payment regardless of whether an invoice is received. The IT Experience is not responsible for lost, misdirected, or inadvertently deleted invoice emails, nor for any failure of delivery of notices sent via the United States Postal Service.

Payment Arrangements

In limited circumstances, the Client may request a payment arrangement by submitting a written request to the assigned account technician prior to account suspension. The technician will review the request and respond with available payment-term options at The IT Experience's sole discretion. The IT Experience reserves the right to revoke any payment arrangement and immediately suspend services if the terms of the arrangement are not met.

Payment Reminders

As a courtesy, The IT Experience issues payment reminders at the following intervals after the invoice Due Date. These reminders are provided as a convenience only and do not extend or modify the original payment obligation:

• 5 days past due — Reminder via email
• 15 days past due — Reminder via email
• 31 days past due — Reminder via email; late fee applies
• 61 days past due — Reminder via email and U.S. mail (USPS); account subject to suspension

Late Fees

If the Client fails to pay the full amount specified on any invoice within fifteen (15) calendar days after the Due Date, a late fee equal to three percent (3%) of the outstanding invoice balance shall be assessed. The late fee will be generated as a separate invoice and sent to the account contact on file. The generated invoice will reference the original invoice number and the balance to which the fee applies.

If multiple invoices remain unpaid after thirty-one (31) calendar days from the original Due Date, a separate late fee invoice will be generated for each individual unpaid invoice.

If a late fee invoice itself is not paid within thirty-one (31) calendar days of its issue date, an additional late fee of three percent (3%) will be assessed on that invoice.

Late Fee Schedule

If payment is received within:

• 0–15 days after the original Due Date — No late fee
• 16+ days after the original Due Date — 3% late fee on the outstanding invoice balance

Accepted Payment Methods

The IT Experience accepts the following payment methods:

• Check
• Credit card
• Bank transfer (ACH)

Clients may place a credit card on file to ensure timely payment. To enroll, contact your assigned technician. Once enrolled, the credit card on file will be charged upon invoice generation. The IT Experience does not currently assess any additional processing fees for credit card payments.

15. Service Suspension & Account Deletion

In the event of nonpayment, The IT Experience will suspend and ultimately terminate services according to the following schedule:

• 61 days past the original Due Date — The IT Experience will issue a written notice of service suspension identifying all services subject to suspension. A copy of the delinquent invoice will be mailed to the business address on file. All subscription and support services will be disabled.
• 91 days past the original Due Date — All account services, including third-party hosted solutions (email, website hosting, cloud storage, virtualization, and similar services), will be permanently deleted.

16. Disclaimer of Warranty

17. Limitation of Liability

18. Indemnification

You agree to indemnify, defend, and hold harmless The IT Experience and its affiliates, directors, officers, employees, and agents from and against any and all liabilities, losses, damages, claims, and costs (including reasonable attorneys' fees) arising out of or related to:

• Your use of any Services;
• Your violation of any provision of this Agreement;
• Your placement or transmission of any materials or content onto The IT Experience servers or systems;
• Infringement or misappropriation of any intellectual property rights;
• Defamation, libel, slander, obscenity, pornography, or violation of the rights of privacy or publicity;
• Spamming or any other offensive, harassing, or illegal conduct;
• Any damage or destruction to The IT Experience equipment or to any other customer's account caused by Your acts or omissions;
• Any personal injury or property damage arising from Your activities related to the Services, unless caused solely by The IT Experience's gross negligence or willful misconduct.

19. Data Backup Responsibility

20. Contact Information

Questions about this Agreement should be directed to:

The IT Experience
Email: info@theitexperience.com
Phone: (603) 505-4290
Hours: Monday – Friday, 9:00 AM – 5:00 PM EST