Kivahost takes email spam very seriously and has developed a policy to help protect, prevent, and control incidents that have lasting effects on the health of our servers.
Main Cause Of Spam
The majority of email spam comes from websites that have been compromised by an attacker. Most of these incidents come from running outdated WordPress software including outdated plugins and/or themes.
It is the customer's responsibility to actively update and patch third party software applications as they're released. Failure to do so can lead to a compromised website.
Spam that doesn't originate from compromised websites often stems from user's having weak/un-secure cPanel, email, and other passwords. All passwords used should be generated using the password generator inside of cPanel.
It is the customer's responsibility to ensure all passwords used across services are strong and updated regularly.
Three Strike System
To increase our server email delivery rate, Kivahost has developed a three-strike system for our customers.
Strike 1: First Offense - 24 Hour Suspension
If Spam is detected from your cPanel account it will immediately be suspended for a full 24 hours to allow our team to begin assessing the damage to our network.
The 24 hour suspension will be lifted once we have made contact with the account owner via our ticket system. We will provide the customer will details that need to be taken to resolve the issue and get their website back online.
Most of the time this includes, scanning local computer, changing all passwords, and updating third-party software on the cPanel account.
Strike 2: Second Offense - Professional Account Cleaning
If Spam is detected a second time from your account it will also immediately be suspended for 24 hours to begin our damage control.
Once again, we will wait to lift the suspension until we have verified the customer has been made aware of actions necessary to stop the outgoing emails.
At this time we will recommend an "account cleaning" which can be conducted by our team for our hourly server administrative rate of $75 or we will recommend a trusted third-party that specializes in account security.
Strike 3: Third Offense - Account Termination
Unfortunately if spam is detected a third time the account will be suspended and terminated within 48 hours.
Customers that don't maintain good security practices with their accounts put our entire network at risk. Therefore we cannot continue to work with individuals who continually allow their sites to engage in illegal behavior.
In accordance with our Terms of Service, we will be unable to offer these customers a refund but can provide a backup of the site in the current state.
You may unsubscribe from receiving promotional or marketing emails from Kivahost at any time by using the “unsubscribe” link in the email received, or by emailing us at info@Kivahost.com . As outlined in the Section, Cookies and other Tracking Technologies, you can also control your cookie settings.
With respect to your account information, you may update, correct or delete information that you provided to us by logging into your Kivahost account or contacting us at info@Kivahost.com.
This policy explains how you handle returns, refunds, and exchanges. Please display this policy on either the product page or the checkout page of your website. Stripe makes every effort to refer refund requests to you, the seller, but reserves the right to issue a refund if necessary.
Though “No Refund” Policies are generally permitted, Stripe strongly recommends against this business practice because it often leads to high customer chargebacks. Please note there are certain situations where Stripe cannot permit “No Refund” Policies. If this applies to you, Stripe will let you know.
Refund Policy (for Services)
If you are not 100% satisfied with your purchase, within 30 days from the purchase date, we will fully refund the cost of your order.
If Kivahost, or substantially all of its assets, were acquired, or in the unlikely event that Kivahost goes out of business or enters bankruptcy, user information would be one of the assets that is transferred or acquired by a third party. You acknowledge that such transfers may occur, and that any acquirer of Kivahost may continue to use your personal information as set forth in this policy.
KivaHost offers certain Professional Services in addition to the basic hosting service.
Customers purchasing any Professional Services must read and agree to the terms and conditions set forth in this section for each Professional Service they purchase.