Account and billing questions
Paying
Section titled “Paying”Which payment methods can I use?
Section titled “Which payment methods can I use?”Visa, Mastercard, American Express, Apple Pay, Google Pay, PayPal and Interac e-Transfer. You choose a method when you pay an invoice in the client portal. See View invoices and make payments.
Where do I find my invoices?
Section titled “Where do I find my invoices?”In the client portal, which lists paid and unpaid invoices. A copy of each invoice is also emailed to your account email address.
Why should my account email be on another domain?
Section titled “Why should my account email be on another domain?”If your account email is on a domain hosted with Sheernox and that website or mailbox is ever offline, invoices, password resets and service notices cannot reach you. Use an address hosted somewhere else. See Make sure billing email reaches you.
Prices and renewals
Section titled “Prices and renewals”Do prices go up at renewal?
Section titled “Do prices go up at renewal?”Each plan on sheernox.com shows the price it renews at, alongside any introductory price for the first term. Introductory offers are governed by the Promotional Terms, and price changes by the Terms of Service.
Do domain renewals cost more than the first year?
Section titled “Do domain renewals cost more than the first year?”No. Each domain extension has one yearly price for registering, renewing and transferring. See Domain questions.
Refunds and cancelling
Section titled “Refunds and cancelling”Can I get a refund?
Section titled “Can I get a refund?”Which services can be refunded, and within what period, is set out in the Terms of Service. Ask for a refund in the same ticket as your cancellation.
How do I cancel a service?
Section titled “How do I cancel a service?”Back up your files, databases and email first, then send a cancellation request by ticket from the client portal, well ahead of the renewal date. See Cancel a service.
Can I move to a smaller plan instead?
Section titled “Can I move to a smaller plan instead?”Yes. Open a ticket with the service and the plan you want, and include your current disk use and the number of websites and mailboxes, so the team can check they fit. See Change your plan.
Migration and uptime
Section titled “Migration and uptime”Is migration free on every plan?
Section titled “Is migration free on every plan?”Free migration is included with:
- Shared Hosting Plus and higher plans
- every WordPress Hosting plan
- every Business Hosting plan
- every Reseller Hosting plan
- the Email Business and Email Enterprise plans
On other plans, ask support before you order. To request a migration, see How do I claim a free migration?
Is there an uptime guarantee?
Section titled “Is there an uptime guarantee?”Yes. Web hosting, email and Cloud VPS are covered by the Service Level Agreement, which sets out the guaranteed uptime, how credits are worked out and the deadline for claims.
How do I claim an uptime credit?
Section titled “How do I claim an uptime credit?”Credits are not applied automatically. Gather the times of the outage, then request a credit by ticket from the client portal. See Claim an uptime credit.