Terms and Conditions

The Company

GRUPO INAN SpA., domiciled at Av. La Dehesa 1822, office 430, Lo Barnechea, Santiago de Chile, phone +569 75678239, hereinafter the “Company”, GRUPO INAN SpA. (INANetworks), undertakes to deliver Services directly related to the Internet and IT Solutions industry.

User Conduct

Our services may only be used for lawful purposes. Any use of the services that violates any law applicable to GRUPO INAN SpA., its local jurisdiction, or any jurisdiction to which you or your website are subject, is strictly prohibited. This means that while using the service, you may not:

1. Provide information that violates the law in force under Chilean legislation
2. Upload/publish illegal content such as pirated content, audio and video without copyright, adult or pornographic content.
3. Use malicious scripts or software not approved by a specialist, keeping them in an improper state that affects the performance of the service provided.
4. Abusive language, insults and/or threats towards GRUPO INAN staff. Should this occur, the service contract will be terminated immediately, with no right of claim by the client in question.

Prohibited Activities

The activities that will under no circumstances be allowed on the Servers and/or services provided by GRUPO INAN are the following:

Spamming: Sending unsolicited electronic advertising communications to those with whom the Client has no prior commercial relationship.

Spoofing: Using a reply email address that is not the sender's valid reply address, or sending an email message that does not contain enough information to allow the recipient to identify the person actually sending the message.

Passive spamming: Promoting a website hosted at GRUPO INAN by spamming from another source.

Trolling: Posting controversial messages to newsgroups with the sole aim of provoking responses and disrupting the group in question.

Mailbombing: Flooding a user with email with no intention of establishing correspondence.

Phishing: A type of offence within the scope of cyber fraud, committed through social engineering aimed at fraudulently obtaining confidential information.

IP blocking: The Client must ensure that the resources assigned as part of the contracted services are used properly and will be responsible for the consequences of their use. If the Client is caught by INANetworks staff or reported by third parties engaging in bad practices, such as sending unauthorised mass email (SPAM), impersonating a website (phishing) or any other malicious activity that endangers the integrity of the resources provided as part of the contracted services, INANetworks is hereby entitled to temporarily or permanently suspend the provision of the contracted services until the issue is clarified. In the specific case of unauthorised mass email (SPAM) practices, should the IP addresses associated with the contracted services be blocked or listed on public blacklists maintained by responsible national or international bodies such as SpamCop or Spamhaus, the Client will be solely responsible for this situation and will also be responsible for managing the removal of those IP addresses from the blacklists, bearing any costs of the removal process.

Contract Term

This agreement between the “Company” and the “Client” has an indefinite term and sets no end date for the service unless the Client requests it; the Client has no obligation to keep their services and is free to terminate the service whenever they see fit. Likewise, the Company may terminate the service in the event of non-compliance with this electronic document. For services such as Housing or contracted services with a stipulated term of 6 or more months, cancellation of the auto-renewing contract will follow the terms defined in that contract. For monthly services, the contract is auto-renewing and indefinite. Non-payment of the service is automatic grounds for cancellation with no possibility of recovering the previous service; this does not cancel the existing debt, which must still be paid by the client, otherwise the client will be blocked in the system.

Services

GRUPO INAN will provide the CLIENT, who accepts, a Hosting, Mail-Hosting, radio Streaming or related service, in accordance with the conditions detailed in the plan contracted, which by this act are deemed known and accepted by the contracting parties.

Force Majeure

GRUPO INAN will under no circumstances be held liable for the following:

• Earthquakes and natural disasters that prevent delivery of the service.
• Outages of national and/or international links provided by external companies.
• Prolonged power outages that exceed the backup generation capacity provided by external companies.
• Loss of data and/or information deleted by the client.
• Misconfiguration and service failures due to misuse.

Support and Service

GRUPO INAN is obliged to provide the client with optimal Support based on respect and moderation during customer service. It is also directly obliged to deliver an optimal, stable and quality Service. Any problem caused by “External parties” must be restored within a maximum of 48 business hours.

Our official technical Support channel is via Tickets from the client portal; it is the only channel through which we can guarantee quality, professional and confidential service. If the client requests technical assistance through another channel, GRUPO INAN is not responsible if it is not attended and/or the client does not receive adequate assistance.

• Sales Department: Monday to Friday, 9:00 to 18:00.
• Billing Department: Monday to Friday, 9:00 to 18:00.
• Abuse Department: Monday to Sunday, continuous hours
• Support Department: Monday to Sunday, continuous hours

Fees, Charges and Payments

The Fees published on the website www.inanetworks.com must be honoured for the client; however, GRUPO INAN has every right to modify its price list as it sees fit, maintaining the fixed price at which the client was acquired, except for “Promotions valid until the stated date or while stock lasts”.

Charges for additional services are accepted by the client; in no case may GRUPO INAN increase the price for “additional charges” without prior assessment proportional to the current service, that is, unless the client requests it.

Payments for services are made on a recurring or one-time basis according to the agreement and type of service contracted. If recurring, an Invoice is issued to the client every month 14 days before its due date with the total amount payable for the service; once the Invoice is overdue, GRUPO INAN has every right to suspend the service in question. All deposits are made to the bank accounts publicly listed in the client portal in the invoice details; payments to unknown accounts that do not match those published on our website are not accepted.

Should the Client have arrears or outstanding debts with GRUPO INAN, this will be grounds for suspension of the service, excluding services essential to the client, for which a payment extension may be requested for justified reasons. This does not include specific services that involve commercial licence payments to external vendors; in such cases GRUPO INAN has the right to charge the outstanding days for non-payment, applying a surcharge in accordance with Chilean consumer law.

Refunds

WEB Hosting: This section describes GRUPO INAN SPA's 15-day money-back guarantee for all WEB hosting, High-Performance WEB Hosting and WordPress Hosting plans. If you purchase an account with a fifteen (15) day money-back guarantee and cancel within the first fifteen (15) days of your term, you may receive a full refund of all basic hosting fees paid.

*Domains and SSL certificates are non-refundable.

GRUPO INAN SpA maintains a 30-day money-back right for services contracted for terms longer than 35 days. Dedicated services and game servers do not carry this right due to direct cancellation costs with external commercial licence providers, and the contracting of external services does not warrant refunds. The amount returned to the client corresponds to the unused portion of the contracted service, except where a different arrangement was previously agreed between the client and GRUPO INAN SpA and/or a promotion applied. Any refund is for a justified reason in which GRUPO INAN SpA is not delivering the service described on the website and/or Client Area. For any refund, all taxes are deducted according to the payment type; in no case is a refund made at the client's request without prior justification of a service failure or breach by GRUPO INAN SpA. In no case is a refund made for a mistaken purchase by the client; the paid balance may only be reused for another service.

Additionally, for services contracted for less than 30 days, a refund will be made for the proportional unused service time exclusively when there are 3 or more properly generated tickets with technical complaints that INANetworks was unable to resolve for the client within the committed SLAs.

It is understood that the complaints correspond to technical failures of the service provided by INANetworks and not to problems caused by the client, misuse or any other reason external to INANetworks.

Services not eligible for a refund at the client's request when the service has worked correctly:

• Game Servers
• Dedicated Servers
• Semi-Dedicated Servers
• Domains
• SSL Certificates
• Dedicated/Additional IPs
• Installation/configuration services

GRUPO INAN SpA does not adhere to the right of withdrawal except for the WEB Hosting, High-Performance WEB Hosting and WordPress Hosting plans, because the service includes third-party licensing and services not governed by Chilean law that do not allow the product to be returned once used.

Security Exception

Grupo INAN SpA prohibits the use of false, inaccurate, incomplete, incorrect or misleading information, an activity that will be classified as a fraudulent security violation, entitling the company to cancel the service immediately and permanently with no right to any refund. In such cases, Grupo INAN SpA will report the activity to the relevant authorities and it will be subject to applicable legal prosecution.

Service Conditions

This text is deemed known and the following conditions approved by the “Client” for the delivery of services by “GRUPO INAN”:

• Virtual Private Servers
• Dedicated Servers
• Game Servers
• FTP Servers
• Reseller services
• Domain registration
• Web positioning (SEO)
• Web design and development
• On-site Engineering Solutions and/or Custom Software
• Add-ons and/or additional services to those already named.

Hosting, Multi-domain Hosting and Reseller Hosting

For this service the client is OBLIGED to take into account the following:

• No use of faulty scripts or software that affect the productivity and optimal delivery of the service.
• The Service may not exceed 8% CPU usage. It is the client's obligation to keep their website in optimal condition so that it does not consume “extra” resources, except for Semi-Dedicated or similar services where custom resources are assigned to the site or service in question.
• Inbound and outbound connections to databases are not allowed on shared hosting plans. For outbound connections, enabling is subject to review.
• The Client must ensure that the resources assigned as part of the contracted services are used properly and will be responsible for the consequences of their use. INANetworks will be entitled to temporarily or permanently suspend the provision of the contracted services in the event of bad practices.
• Using web space to upload files unsuitable for hosting purposes (backups, storage for remote uploads, file sharing, etc.) is strictly PROHIBITED.
• Mass emailing is not allowed. Hourly limits by plan:

Any email sending that exceeds these limits will be considered SPAM and the Hosting account will be suspended. If the client does not agree to stop mass emailing, the service will be terminated immediately with no possibility of a refund.

Game Servers

For this service the client is OBLIGED to take into account the following:

• No use of faulty scripts or software that affect the productivity and optimal delivery of the service.
• The Service may not exceed 20% CPU usage. It is the client's obligation to keep their game server in optimal condition so that it does not consume “extra” resources, except for Semi-Dedicated or similar services where custom resources are assigned to the site or service in question.

Server Administration

The purchase of a private server or dedicated server includes the following:

• Installation of the operating system chosen by the client (subject to the technical availability of the service).
• Permanent monitoring 24 hours a day, 365 days a year via PING, WMI or SSH as applicable.
• Any data migration is the responsibility of GRUPO INAN SpA only if the service is “Managed”. If the service is not Managed, any migration, data backup or similar is entirely the Client's responsibility.
• GRUPO INAN SpA is in no case responsible for data loss in any situation, even if the loss is total due to a failure, repair or replacement of hardware.
• The Client has the right to request reinstallation of the operating system at any time (on Servers, once a month). GRUPO INAN SpA is not responsible for downtime during installation of the new system.
• The Client is fully responsible for damages and losses caused while holding the service.

VPS and Dedicated Servers without High Availability

SLA contract for availability and service responsibility for VPS and Dedicated Servers without High Availability.

GRUPO INAN SpA guarantees network availability for Dedicated Servers and VPS as defined in this SLA contract.

If the service fails and the expected availability is not achieved in a given month for a given Service due to problems reasonably attributable to Grupo INAN, the Client is entitled to request a discount on the Service corresponding to the fixed monthly charge, excluding taxes.

The applicable discounts in any calendar month may in no case exceed thirty percent (30%) of the total fixed monthly charge. Unavailability time will be counted from the date and time indicated in the ticket generated by the Client reporting the situation.

Changes to the Terms

GRUPO INAN SpA has every right to modify this document as it sees fit; updates are published in the same file and the Client has the duty to stay up to date. When an update is made, the client has the right to request further information if they do not understand a concept, and if dissatisfied may contact the COMPANY directly to discuss the matter in detail and reach a mutual agreement if required. Likewise, every change respects the previous policies of services contracted for extended terms, maintaining those policies until the expiry and/or auto-renewal of the contract, at which point they are updated immediately.