New Customer Accounts or First-time Buyers delivery policy

Due to the risks presented by fraudsters using stolen cards, sometimes we would need to perform additional checks on your account and transaction before your service can be delivered. These will generally be performed within some minutes if your order is received during a working day, but no longer than one working day.

Unfortunately, this does mean that you will not receive fully automatic setup of any service – even if those services would ordinarily be automatically provisioned – upon your first order.

If there are any uncertainties about your identity we may request a copy of some government issued photo ID. In the event that we are unable to conclusively validate your identity we will unfortunately have to decline your order.

We apologise for any inconvenience this policy may cause, but as the industry tends to find that criminals with stolen cards send spam, launch attacks or otherwise cause service problems within minutes of getting an account, these fraud checks protect not only us but our existing customers from the effects of illegal activity. We’re proud of our record at keeping fraudsters off our network since this policy was implemented and it pays dividends for our customers in terms of service stability.

Once your account and order have been accepted, and your first order has been provisioned, any further orders will automatically be processed according to Standard Delivery Policy where supported. Certain products will still require manual provisioning, but these are clearly noted in the product description.

Standard delivery policy

eServer undertakes to deliver services purchased and paid for without undue delay, excluding situations where there are external circumstances beyond our control affecting the delivery of service. A number of our services are automatically provisioned, and will be delivered immediately (with the exception of new customers as noted above).

Typical lead times for services that are not automatically provisioned, once payment has been received in full, are below:

• Web-hosting - 1 minute to 24 hours
• VPS hosting - 5 minutes to 24 hours
• Domain name registration - 1 minute to 72 hours depending on TLD
• "In Stock" Dedicated servers - 1 to 48 hours
• "Custom build" or "Out of stock" Dedicated servers - 2+ days
• Colocation / Rack housing - 1 hour to 10 days

Please note that these are guidelines only. If you require a more specific timescale for your ordered service, or your service is not listed, please ask your designated account manager or sales representative.

You may exercise these rights by contacting the eServer customer Support Department through the "Contact" page on the eServer website.

Modification

This document may change from time to time. Your continued use of our services after we make changes is deemed to be acceptance of those changes. eServer advises you to periodically review this page to see if any changes have been implemented.

If you have any questions or suggestions about eServer’s policies, please feel free to contact us by e-mail or submit a support ticket.

This document was last updated May 23, 2022.