How
do I sign up with Escape.com?
Which
methods of payment do you accept?
How
long does it take to set up my account?
How
do I update the customer/billing information of my account?
What
hours do you offer phone support?
I'm an
existing customer. How do I contact you by email?
Help
me! I need support!
If
I'm not satisfied with the service how do I receive a refund?
I've
received a billing discrepancy, how do I contact you?
How
long does it take to review a billing dispute?
How
long does it take to receive a refund to my credit card?
How
do I cancel my hosting service?
Does
Escape.com have usage policies?
Signing up with Escape is easy! You can do so two ways. Call our toll free number, 1-800-MYHOST-0 to speak to a Sales Reprensentative or place your order online for any of our services at the following address:
http://www.escape.com/order.html
Once you submit your order, you will receive a welcome message
from Escape.com indicating that your account has
been created and will soon be activated along with your account's first
statement. The email message
will contain important account information, such as login information
and links to our support area for help.
Which methods of payment do you accept?
We accept the following major credit cards: Visa, MasterCard,
American Express and Discover. We also accept check and money
order payments. For domains and merchant accounts you pay by check and
money order as well in the full amount.
Please make remittance payable to:
Escape.com
Send payments to:
Accounts Receivable
Escape.com (DBA)
Escape.com
244 Madison Ave PMB #347
New York, NY 10016-2819
How long does it take to set up my account?
Once you receive an email from Escape.com confirming that your
account has been created, we will begin the
activation process. We cannot activate the account until payment is
received--that is, until your credit
card is approved or check has been received, processed and cleared.
How do I update the customer/billing information of my
account?
You can easily submit new customer information or billing
details through a secure online form.
Click here
to submit new data.
What hours do you offer phone support?
Our Sales and Technical Support Departments are available 7
days a week from 8 a.m. Eastern until midnight.
Our phone numbers are:
Toll Free (U.S. and Canada)
1-800-MYHOST-0
Local
212-354-2002
For facsimiles: 212-354-4492
The Network Operation Center (NOC) is available 24/7. To report
an outage to an Escape.com technician please call our Emergency Line by
calling our main number and
selecting number 2 for technical support and 2 once again.
I'm an existing customer. How do I contact you by email?
Sales Department :: [email protected]
Customer Support :: [email protected]
Billing Department :: [email protected]
DNS Information :: [email protected]
Abuse Department :: [email protected]
Help me! I need support!
Escape.com offers several online support methods. We offer
phone support, our premium web-base
control panel, email support, community support and an online help desk
system. The online help desk issues support "tickets" that our then
reviewed by a technical support representative.
If I'm not satisfied with the service how do I receive a
refund?
It is most
unlikely that you will not be VERY satisfied with our services. However,
if your not satisfied
with our service and wish to cancel you may receive a full refund within
the first 14 days of your
initial service period. After the fourteen day grace period, the refund
is not applicable. Domain
registration and merchants accounts are all non-refundable services. We
do not grant a refund policy to our
reseller accounts.
I've received a billing discrepancy, how do I contact you?
Unfortunately,
from time to time, billing errors do occur. If you
believe you have received a billing discrepancy from
Escape.com, simply fax or mail a hard copy of the credit card
statement to us. You may "black out" all other charges except those made
by our company, Escape.com
Please include a cover letter that includes your account's
username.
Fax: 212-354-4492
Mail to:
Billing Dept.
Escape.com
244 Madison Ave PMB #347
New York, NY 10016-2819
How long does it take to review a billing dispute?
Generally, it may take 1-3 business days to review a billing
dispute.
How long does it take to receive a refund to my credit card?
Once we have reviewed the billing discrepancy, and if a refund
is do to your account, it generally may take 72 hours for the
credited refund to
be processed by the credit card company.
How do I cancel my hosting service?
You may cancel your service any time by calling our Sales
Department or by mailing us a
letter of cancellation including your username, registration number and a
signature. If you wish not to be billed for the following month of
service, you must
cancel your service before the beginning of your next billing cycle
(which date is supplied to you in your account's monthly statements
that our submitted to you by
email). This also applies to users that make payment annually.
If submitting a letter of cancellation, please due so 2-3
business days before your next
billing cycle to insure that you will not be billed. If you decide to cancel
your account after the beginning of your billing cycle, your account
will expire at the end date as you will have already been
billed for that month of service.
Once your account has been cancelled you will receive email
confirmation that includes
your cancellation number. Please save this number for your future reference.
For products and services such as domain registration and web
certificates expire at the end
date. If you no longer wish to continue such service simply do not renew.
For more information about cancelling service please refer to
our "Cancellation of Service"
clause in our Terms of Service (ToS) Agreement.
Does Escape.com have usage policies?
Yes, we do! Please refer to the links below to review our usage
policies.
Terms of Service Aggreement (TOS)
Domain Registration Agreement (DRA)
No Spam Policy
Bandwidth Policy