Terms of Service
Last updated: December 9, 2025
1. Introduction
This Terms of Service ("Agreement" or "TOS") is the governing agreement for all Web Hosting and Managed Hosting Services ("Hosting Services") provided by Panobit, LLC ("Panobit," "we," "us," or "our") to standalone hosting customers.
By purchasing, using, or accessing our Hosting Services, you ("Client," "you," or "your") agree to abide by the terms outlined in this Agreement.
2. Scope and Applicability
2.1 When This Agreement Applies
This Agreement applies to:
- Standalone Hosting Customers: Individuals or businesses who purchase Web Hosting, Managed Hosting, VPS Hosting, Dedicated Servers, or related hosting services directly through our website, sales team, or authorized channels without a separate Master Services Agreement for Managed IT Services.
- Direct Web Hosting Purchases: Any hosting service purchased through:
2.2 When This Agreement Does NOT Apply
IMPORTANT: This Agreement does not apply if:
- You have a Master Services Agreement (MSA) for Managed IT Services (Assured Systems, Corporate IT Support, etc.) AND hosting services are included as part of your Managed IT package. In that case, your MSA and Addendum B: Web Hosting Services govern your hosting services.
- Exception for Managed IT Clients: If you are a Managed IT Services client and you wish to purchase additional or separate hosting services beyond what is included in your Managed IT package, those additional services may be governed by:
- This TOS (for standalone add-on hosting), OR
- A separate amendment to your MSA, OR
- A separate Statement of Work (SOW)
Your account manager will clarify which agreement applies to additional services.
2.3 How to Determine Which Agreement Applies to You
Not sure which agreement governs your services?
| Scenario |
Governing Agreement |
| I purchased hosting directly from the website |
This Web Hosting TOS |
| I only have web hosting, no IT support contract |
This Web Hosting TOS |
| I have a Managed IT contract AND hosting is included |
MSA + Addendum B |
| I have a Managed IT contract AND I want to add separate hosting |
Contact your account manager |
| I'm not sure / I have both services |
Contact legal@panobit.com |
3. International Customers
For hosting services provided outside the United States, additional terms may apply. Please refer to our Country-Specific Terms of Service Addendums (Section 18).
Hosting servers are located in data centers within the United States unless you specifically contract for international hosting. Data stored on U.S. servers is subject to U.S. laws, including lawful access requests by U.S. government agencies.
4. Modification of Agreement
Panobit may update this Agreement at any time. Material changes will be posted on this page with an updated "Last updated" date.
- Notice of Changes: We will make reasonable efforts to notify you of material changes via email or account notifications.
- Acceptance: Your continued use of our Hosting Services after changes are posted constitutes acceptance of the updated Agreement.
- Objection: If you do not agree to the updated terms, you may terminate your account according to Section 10 (Cancellation Policy).
5. Account Registration and Accurate Information
5.1 Required Information
You must provide and maintain accurate, current, and complete information including:
- Full legal name (individual or business entity)
- Valid email address
- Accurate billing address
- Valid phone number
- Payment information
5.2 Consequences of Inaccurate Information
Failure to provide or maintain accurate information may result in:
- Inability to access your account
- Delayed support responses
- Payment processing failures
- Suspension or termination of your account
- Domain expiration due to failed renewal notifications
5.3 Account Security
You are responsible for:
- Maintaining the confidentiality of your account credentials
- All activity that occurs under your account
- Notifying Panobit immediately of any unauthorized access
- Using strong, unique passwords
Panobit is not liable for any loss or damage arising from your failure to maintain account security.
6. Privacy & Legal Policies
Your use of our services is also governed by the following policies, which are incorporated into this Agreement by reference:
IMPORTANT: Violation of any of these policies may result in immediate suspension or termination of your account without refund.
7. Billing and Payments
7.1 Payment Terms
- Fees: All fees are outlined in your hosting plan, order confirmation, or invoice.
- Billing Cycle: Hosting services are billed according to your selected billing cycle (monthly, quarterly, annually, etc.).
- Advance Payment: Hosting fees are billed in advance. Your service will not be activated until payment is received.
- Auto-Renewal: By default, hosting services automatically renew at the end of each billing cycle unless you cancel according to Section 10.
7.2 Accepted Payment Methods
Panobit accepts the following payment methods:
- Credit Cards (Visa, MasterCard, American Express, Discover)
- PayPal
- ACH Bank Transfer (U.S. customers)
- Wire Transfer (domestic and international)
- Check (with prior approval)
Preferred Methods: We encourage ACH or wire transfer to avoid transaction fees.
7.3 Payment Processing Fees
Credit Card Processing Fees:
Credit card payments are subject to the following non-refundable processing fees, which will be added to your invoice total:
| Payment Amount (USD) |
Processing Fee |
| $0.01 - $999.99 |
3.15% |
| $1,000.00 - $2,499.99 |
3.25% |
| $2,500.00 - $4,999.99 |
3.35% |
| $5,000.00 - $7,499.99 |
3.45% |
| $7,500.00 - $9,999.99 |
3.55% |
| $10,000.00 (Maximum) |
3.75% |
Credit Card Limits: Credit card payments are limited to a maximum of $10,000.00 USD per transaction. Larger payments must be made via ACH or wire transfer.
PayPal Processing Fees:
PayPal payments are accepted up to $5,000.00 USD and are subject to a 3.49% processing fee (U.S. transactions).
Services Subject to PayPal Fees:
- Domain name purchases, renewals, and transfers
- SSL certificates
- Software licenses
- Hardware purchases (if applicable)
- VoIP and telecom services (if applicable)
- Consulting or one-time project fees
Exemption: Standard web hosting services (recurring hosting fees only) are exempt from PayPal processing fees.
7.4 Late Payments
If payment is not received by the due date:
- Grace Period: You have a 5-day grace period from the due date.
- Late Fee: After the grace period, a late fee of 1.5% per month (or the maximum rate permitted by law, whichever is lower) will be applied to the past-due balance.
- Service Suspension: If payment is not received within 10 days of the due date, your hosting services may be suspended without further notice.
- Account Termination: If payment is not received within 30 days of the due date, your account may be terminated and all data permanently deleted.
7.5 Chargebacks
IMPORTANT - READ CAREFULLY:
Initiating a chargeback instead of contacting Panobit to resolve a billing concern has serious consequences:
Immediate Actions Upon Chargeback:
- All services will be immediately suspended
- All payment terms and credit privileges will be revoked
- No new orders or services will be processed during the investigation
- All payments must be made by wire transfer or bank deposit
- All outstanding obligations (including recurring charges) remain due and must be paid on time
If Chargeback is Cancelled and Panobit is Made Whole:
- Payment terms may be reinstated at Panobit's sole discretion
- Only if you were not responsible for initiating the chargeback
- Only if no fraud or negligence occurred
If Panobit Loses the Chargeback:
- All payment terms are permanently revoked
- Full outstanding balance becomes due within 30 calendar days
- Failure to pay will result in referral to collections
- Account may be permanently banned from future service
Service Interruptions: Chargeback disputes may result in interruption of domain name renewals, DNS service, email hosting, website hosting, SSL certificates, backup services, and any other mission-critical services.
Panobit is Not Liable for any direct or indirect loss, including lost revenue, lost customers, business interruption, or reputational damage resulting from chargeback-related suspension.
Before Filing a Chargeback - Contact Us:
If you see a charge you don't recognize:
- Contact: billing@panobit.com
- Phone: +1 (888) 919-1214 or +1 (480) 919-1900
- Charges appear as "PANOBIT" or "PANOBIT* CC-XXXXXXX" (7 digits = order number)
We will provide a full breakdown and resolve any confusion. Chargebacks harm our ability to serve you and should only be used as a last resort after attempts to resolve the issue have failed.
7.6 Taxes
You are responsible for all applicable taxes (sales tax, VAT, GST, etc.) related to your purchase of Hosting Services. Tax amounts will be added to your invoice as required by law.
If you are tax-exempt, you must provide valid tax exemption documentation before purchase.
8. Refunds, Cancellations, and Fulfillment
8.1 Money-Back Guarantee (New Customers Only)
30-Day Money-Back Guarantee:
- Applies to first-time customers purchasing shared hosting or WordPress hosting plans only
- Must be requested within 30 days of initial purchase
- Does not apply to:
- Domain registrations or transfers
- SSL certificates
- Setup fees
- VPS or dedicated server services
- Managed services add-ons
- Renewals (only initial purchase)
- Services purchased with promotional pricing
How to Request a Refund:
- Email: billing@panobit.com with subject line "Refund Request"
- Include: Account email, domain, and reason for refund
- Refunds are processed within 7-10 business days
8.2 No Refunds After 30 Days
After the 30-day period, all fees are non-refundable, including:
- Unused portions of prepaid hosting
- Domain registrations or renewals
- SSL certificates
- Setup or migration fees
- Any services rendered
Exception: Refunds may be issued at Panobit's sole discretion in cases of:
- Service failure that Panobit cannot resolve
- Billing errors
- Other extraordinary circumstances
8.3 Cancellation Policy
How to Cancel:
Cancellation Takes Effect:
- At the end of your current billing cycle
- Services remain active until the end of the paid period
- No partial refunds for early cancellation
Important:
- Cancel before your renewal date to avoid being charged for the next billing cycle
- Domain names are not automatically cancelled. You must separately cancel or transfer domains.
- Downloaded data and backups may only be available for 14 days after cancellation (see Section 8.5)
8.4 Fulfillment Policy
Service Activation Timeline:
- Shared/WordPress Hosting: Activated within 24 hours of payment
- VPS Hosting: Provisioned within 24-48 hours
- Dedicated Servers: Provisioned within 3-5 business days
- Domain Registrations: Processed within 24 hours
- SSL Certificates: Issued within 24-48 hours (after domain validation)
Delays: Activation may be delayed due to:
- Fraud screening and verification
- Payment processing issues
- Incomplete account information
- High order volume or technical issues
Full Fulfillment Policy: https://portal.panobit.com/fulfillment-policy
8.5 Data Retention After Cancellation
Important - Read Carefully:
- Grace Period: You have 14 days after cancellation to download all website files, databases, email data, and backups.
- After 14 Days: All data will be permanently deleted from our servers.
- No Recovery: Once data is deleted, it cannot be recovered. Panobit has no obligation to retain your data after the grace period.
- Retrieval Fees: If you request data recovery after the grace period, Panobit may provide such service (if data is available) subject to fees starting at $250.
Your Responsibility: Download and backup all data before the grace period expires.
9. Uptime Guarantee
9.1 Uptime Commitment
Panobit is committed to providing high availability for Hosting Services. We target 99.9% uptime for shared and managed hosting services, measured monthly.
9.2 Uptime Calculation and Exclusions
Uptime is measured from Panobit's monitoring systems and excludes:
- Scheduled maintenance (with advance notice when feasible)
- Outages caused by your actions, content, scripts, or configurations
- Force majeure events (natural disasters, wars, terrorism, etc.)
- Third-party service failures (ISPs, data centers, DNS providers, CDNs)
- DDoS attacks or other malicious activity targeting your website
- Outages due to AUP violations requiring emergency suspension
- Issues outside Panobit's reasonable control
9.3 Service Credits for Downtime
If we fail to meet the 99.9% uptime commitment due to issues within Panobit's control, you may be eligible for service credits:
| Monthly Uptime |
Service Credit |
| 99.0% - 99.89% |
5% of monthly hosting fee |
| 98.0% - 98.99% |
10% of monthly hosting fee |
| Below 98.0% |
25% of monthly hosting fee |
How to Claim Service Credits:
- Must be requested within 30 days of the downtime incident
- Email: billing@panobit.com with subject line "Service Credit Request"
- Include: Dates/times of downtime, description of impact
- Credits applied to future invoices only (no cash value)
Maximum Credit: Service credits are limited to one month of hosting fees per incident.
Sole Remedy: Service credits are your sole and exclusive remedy for uptime failures.
9.4 No Absolute Guarantee
IMPORTANT: No hosting provider can guarantee 100% uptime. You acknowledge that:
- Hosting services depend on complex infrastructure and third-party systems
- Outages, however brief, may occur despite our best efforts
- Critical applications should have redundancy and disaster recovery plans
Full Uptime Guarantee Policy: https://portal.panobit.com/uptime-guarantee
10. Account Suspension and Termination
10.1 Suspension by Panobit
Panobit may suspend your account immediately without prior notice if:
- You violate this Agreement or the Acceptable Use Policy
- Your account is used for illegal activities
- Your website contains malware, viruses, or malicious code
- Your website is causing excessive server load or resource consumption
- Your account poses a security risk to other customers
- Payment is past due by more than 10 days
- We receive a valid legal order requiring suspension
- Suspension is necessary to protect our infrastructure or other customers
During Suspension:
- Your website and services will be inaccessible
- You remain obligated to pay all fees
- Data may be deleted if suspension exceeds 30 days
10.2 Termination by Panobit
Panobit may terminate your account if:
- Payment is past due by more than 30 days
- You repeatedly violate this Agreement or the AUP
- Your account has been suspended for more than 14 days
- You engage in fraudulent activity or chargebacks
- Termination is required by law
