Last Updated: 10/10/2023

  1. Definitions

1.1. “Customer” means the person or entity who ordered services provided by Hostverse

1.2. “Customer Service” means the relationship between Hostverse staff and the Customer, with the purpose of assisting the Customer with a question they have asked.

1.3. “eTicket” refers to a secure electronic message sent by the Customer to Hostverse via portal for assistance or for any questions they may have with any Service(s).

1.4. “Service”, “Service(s)” or “Services” means any product(s) or service(s) the Customer has signed up to use. This can include, but is not limited to, the provisioning of space on one of our servers and a connection to and from the internet for web, email hosting and/or FTP services to function at the level specified in the chosen service level, domain name registration or transfer or renewal, SSL, VPS and SMS services. These product(s) and service(s) are identified in full within the “sign up” and “service provision” emails Hostverse has sent after the Customer requests the service. The specific details of the Services can be found by logging in to portal or on our website.

1.5. “Hostverse”, “, “Company” or “Business” means Hostverse

1.6. “Portal” refers to Hostverse’s customer account, billing and management portal, available online at

1.7. “We”, “our” or “us” refers to Hostverse

1.8. “You” or “your” refers to the person or entity who ordered services provided by Hostverse. 


  1. Acceptance

2.1. The Customer signified acceptance of this Customer Service Policy, as well as our Terms of Service, Privacy Policy, Acceptable Use Policy and any applicable Registrant Agreement, when they submitted their order to Hostverse for Services, and that order was accepted.


  1. Appropriate Channels for Receiving Customer Service

3.1. By submitting an eTicket through portal to the appropriate department.

3.4. By utilising the Live Chat facility to communicate with Hostverse staff members online at

  1. Customer Conduct

4.1. The Customer agrees to conduct themselves in an appropriate and professional manner when seeking Customer Service from Hostverse.

4.2. Hostverse staff will not respond to requests for Customer Service if the Customer:

  1. Has used offensive or obscene language;
  3. Has made threats of violence, legal action or referral to an external party (eg. Department of Fair Trading);
  4. Has posted the issue or question on a public medium, such as social media, forums or blogs, before it has been either raised with or answered by Hostverse staff within an appropriate time frame (refer to section 5), or before the escalation process (refer to Section 6) has been completed.


  1. Appropriate Timeframes

5.1. eTickets and emails sent to Hostverse seeking Technical Support should be answered by Hostverse staff within 48 hours. Each time a response is made by the Customer this timeframe will be reset.

5.2. eTickets and emails sent to Hostverse seeking Sales and Billing assistance should be answered by Hostverse staff within two (2) business days. Each time a response is made by the Customer this timeframe will be reset.

5.3. eTickets and emails sent to Hostverse seeking an escalation to a Customer Service matter should be answered by the Customer Care team within three (3) business days. Each time a response is made by the Customer this timeframe will reset.

  1. Escalation Process

6.1. Customers who are not satisfied with the Customer Service they have received from Hostverse should send an email to the Customer Care team at with the following information:

  1. A detailed explanation of the question or issue, with references to any prior eTickets, emails or telephone calls;
  2. A detailed explanation of the outcome that would resolve the issue;
  3. Any other information or details that will help Hostverseto resolve the issue.

6.2. If the Customer is still not satisfied with the outcome, or it has not been answered within the appropriate time frame (refer to Section 5), the Customer should seek advice from external sources such as the Department of Fair Trading or Consumer Affairs in their state or territory.


  1. Customer Service Goodwill Credit

7.2. This credit is not redeemable for cash and can only be used to purchase additional Hostverse services or as credit on system generated invoices for Service renewals.

  1. Non-compliance

8.1. In accordance with the Hostverse Terms of Service, Hostverse may suspend or terminate the Service(s) of a Customer who has refused to follow this policy when seeking Customer Service or escalating an issue.

8.2. Any requests for Customer Service made outside of the guidelines set within this policy will not be covered by this policy.


  1. Changes

9.1. Hostverse may amend our Customer Service Policy at any time. Changes to this agreement will become effective upon their publication to our website.

9.2. Continued use of the Service(s) constitutes acceptance of the amended terms. If you do not wish to accept the amended terms, you may request cancellation of your Services) in-line with our cancellation policy found within our Terms of Service.

If you have any questions about this agreement please contact our Customer Care team via email at