Terms of Service

If you are using our managed hosting services, the following applies:

• By using our hosting services, you grant us access to your website and database for the purpose of hosting and/or backing up your content.
• In order to address security vulnerabilities, we will first notify you, and then we may push an upgrade to your site, or we may access your site to remove malicious code.
• We may scan your data and content to compile aggregated/anonymised statistics for our internal use to optimise the performance and security of the service.
• If you lose access to your Citcom Suite account or cancel your membership, you will not be able to access your hosting or backup data. We may not be able to recover backups or data more than fourteen (14) days after the account goes inactive.
• You grant us a worldwide, royalty-free, and non-exclusive license to copy and store your data and content only to the extent necessary to operate the Service. You own your data and content.

For sites that we host, our goal is an uptime of 100% – meaning all sites are available 24/7/365. We know that sometimes this goal may not be achieved, and in those cases, the following Service Level Agreement (SLA) applies:

• We guarantee a 99.9% uptime SLA.
• We do not place any hard limits on traffic, visits, or bandwidth on your sites. Should your site experience a spike in traffic (both human and/or by bots), your site may experience performance problems or even downtime. We will send an alert on how to upgrade your hosting plan to higher resources in this case, and our SLA will not apply.
• Should the SLA not be met during a calendar month, you are entitled to an SLA Credit. You must contact support to request an SLA Credit within 30 days of the end of the month for which the SLA was not met. Credits will be valued at 5% of your monthly hosting charges for each full hour of downtime beyond the SLA and will not exceed 100% of your hosting charges. Downtime will be determined by our monitoring tools.
• Our SLA applies to any human errors by our team and by employees or contractors of any 3rd party service providers that we use to supply the hosting service.
• Our SLA does not apply to any downtime that is out of our control, including problems resulting from 3rd party code, user-error, or natural disasters such as floods or earthquakes.

As a member, you are granted an inalienable right to own and continue to use all plugins and themes that you have downloaded from Citcom Suite, even after your membership subscription is cancelled. Whether you are a current member or not, all plugins and themes will continue to function “as is” regardless of if your membership expires.

Updates are released often for compatibility, feature upgrades, and additions and are only available to customers who have an active membership with Citcom Suite. ‘Automatic Upgrades’ are available to customers who have a current membership.

We are committed to doing our best to ensure that all of our products and services are compatible with the latest versions of WordPress within 24 hours of any release. We can give no guarantee that products will work with older versions of WordPress, though we will work to support backward compatibility whenever reasonably possible.

Some Services require API access to enable all features and functionality. These currently include, but are not limited to shrInk. (Smush), swIft. (Hummingbird), Integrated Video Tutorials, the Hub, shIeld. (Defender), WPMU DEV Dashboard Plugin, cInch. (Snapshot), refIne. (SmartCrawl), and unIon. (Forminator).

If you are using any of our API Services, the following applies:

• You must maintain an active subscription with Citcom Suite to make use of API services. API based services may only be accessed by our plugins designed for that purpose.
• API services use an assigned API key to connect. You may only use your API key on sites that belong to you or those of your clients. You may not resell, share, or publish your API key.
• Violation of any of these terms may result in the immediate termination of API access and/or your Citcom Suite membership.
• We reserve the right to suspend API access to users that use an unusual amount of API requests or resources that we feel may impact the services to other members.
• All of our plugins can be installed on any number of sites that you own or develop. For automatic updates and in-dashboard support provided by the WPMU DEV Dashboard plugin, we do however have a soft API limit to help protect against fraud and abuse. You can contact us to request that your limit be increased. Current limits include 1,000 domains for our Dashboard and Video APIs.

• All Citcom Suite members have free storage space shared across all Hub-connected sites and can store cInch. backups for up to 50 days. The storage capacity depends on the membership plan, and additional space can be purchased if needed.
• All Citcom Suite hosting plans include nightly Hosting backups with no storage costs. Hosting backups can be stored for up to 30 days. Hourly Hosting backup services can be purchased for individual sites at an additional cost.

If you are using the cInch. backup service, the following applies:

• By using our cInch. or Hosting backup services, you grant us access to your website, database, and any virtual or physical servers for the purpose of backing up and or restoring your data and content.
• We may scan your data and content to compile aggregated/anonymized statistics for our internal use to optimise the performance and security of the service.
• If you lose access to your Citcom Suite account or cancel your membership, you will not be able to access your backup data. We may not be able to recover backups or data more than fourteen (14) days after the account goes inactive.
• You grant us a worldwide, royalty-free, and non-exclusive license to copy and store your data and content only to the extent necessary to operate the Service. You own your data and content.

When using Citcom Suite Services, you agree not to:

• violate any state, federal or foreign laws or regulations;
• infringe on any intellectual property rights (e.g., copyright, trademark, patent or other proprietary rights);
• publish, host, or transmit content that is defamatory, slanderous or trade libelous;
• publish, host, or transmit content that is threatening or harassing;
• publish, host, or transmit content that is discriminatory based on gender, sexual orientation, race, age or promotes hate;
• disclose the sensitive personal information of others;
• distribute material that is or enables malware, spyware, adware, or other malicious code;
• send spam or bulk unsolicited messages;
• interfere with, disrupt, or attack any service or network;
• resell, share, or publish Citcom Suite credentials or access;
• make any Citcom Suite (WPMU DEV) plugin available for public download in ways that violate the Terms of the GPL 2.0 license.

Citcom Suite is a membership site and many of our Services require an active paid subscription – including  Hosting, Managed Backups, and our CDN (“Paid Services”). By using a Paid Service, you agree to pay the specified fees, which we’ll charge you for in regular intervals (such as monthly or annually), on a pre-pay basis until you cancel, which you can do at any time on your account billing page or by contacting support.

To ensure uninterrupted service, our Paid Services are automatically renewed. This means that unless you cancel a Paid Service before the end of the applicable subscription period, it will automatically renew, and you authorise us to invoice you or use any payment mechanism we have on record for you to collect the then-applicable subscription fee (as well as any taxes). Your Paid Services are renewed for the same interval of time.

If you choose to cancel your subscription, your membership will remain active until the end of your current billing cycle.

If your payment fails or Paid Services are otherwise not paid for on time, we may immediately cancel or revoke your access to the Paid Services.

We reserve the right to refuse service or cancel your subscription and revoke membership access with a prorated refund for any reason we deem appropriate.

We may change our fees at any time. When applicable, we may give you advance notice of the fee changes. If you don’t agree with the fee changes, you can cancel your Paid Service.

If you are experiencing a technical issue, before requesting a refund, let our support team help resolve the issue by submitting your request here.

Refunds requested are issued at the discretion of our support staff. No refunds whatsoever will be given for scheduled subscription payments after 30 days, except in the rare case that it is due to billing errors on our end.

If you contact your bank or credit card company to decline or reverse the charge of fees for Paid Services, we will not provide a refund and we may revoke your access to our Services in general.

Refunds are available once per person or entity and will not apply if your account is in violation of these Terms.

Product not available for refunds:
Domain Registration, Renewal, Transfer & Redemption fees are not refundable under any circumstances.

You will be solely responsible and liable for any activity that occurs under your username. You are responsible for keeping your password secure and you must immediately notify Citizen of any unauthorised uses of its sites, its account, or any other breaches of security.