Our fees and billing policy is very simple: We charge for our time, brainpower and skills. Whenever you need any of these please expect to pay - we don't work for free.

Other notes:

1. Unless you have an ongoing service agreement, please expect to be billed for any work including but not limited to: 
   
   Fixes, diagnosis of errors, issues with your website, access/password issues to your website backend system, advice, minor corrections, price update, any how-to, modification of your artefact, rendering your artwork in other formats, calling another professional on your behalf, reading your business plan, going through your marketing strategy and the list goes on.
   
   This is regardless of your previous order history, how much you have already paid for a service or how easy or small the job may seem to you. If we have previously done any work for you without a charge, please don't use it against us. We may choose to offer you a service free of charge and that's completely at our discretion.
   
   
2. Our minimum administration fee for works of 1 to 30 minutes is £35; Hourly rates for our services start from £75. Prices exclude vat. Please see our hourly blocks for more pricing details.
3. All our services are billable in advance.
4. Web hosting support does not cover website maintenance or computer training.
5. For security and efficiency reasons, all support enquiries must be initiated through your members area.

Thank you in advance

** This article is for cases where you have been completely locked out of the server and nothing comes up when you check your site. If your account has been suspended due to overdue payment, please check the appropriate guide.

Before contacting us and reporting that you can't access your website or any other hosting services, please note that:

1. Just because YOU cannot access your site, it's not necessarily mean that your website is down.
   
2. We announce most downtimes on our website in the announcements section of your members area.

Now try the following:

1. Use a different computer or mobile device to access your site making sure that you actually type your website's address in the address bar of a browser instead of searching for it (This is a very common mistake)
2. Go to Google's translator https://translate.google.com and perform a translation of your website. This would help you see if your website is down. If your website comes up translated, then your website is up.
   

   

   
   
   

If you have tried all the above and still cannot access cPanel, FTP, Webmail, email or your website chances are that our firewall has blocked your IP address due to several failed login attempts. This could be the result of you trying to access your website services with the wrong username and passwords or occasionally a device, including your phone, connected to your network failing to communicate with our mail server.

As long your IP matches with our server log, you don't usually need to worry about this as security issue.

To unblock your IP address please submit a support ticket by logging in to  your members area at www.ineek.com/members so that we can capture your IP address. Alternatively you can find your IP address through www.whatismyip.com . Your IP address looks something like 23.44.66.230

Once we have examined your IP address it'll be removed from our firewall and you should be able to access your services again normally.

Please note for security reasons we may refuse to deal with such enquiries by phone. Logging in to your members area is one step forward to stop malicious callers use social engineering tricks including shouting and threatening. 

Please do not ignore your billing reminders

Because of the overheads and unnecessary costs involved in chasing recurring payments we have implemented automatic suspension of hosting accounts that have overdue invoices. 

Our system sends you least two email and one SMS when your payment method fails to clear your invoice. If you your invoice remain in unpaid status after 7 days of your invoice date the affected service will be suspended and all your hosting services including email will stop functioning without any notice and regardless of your account's history. Please note that while suspension of hosting accounts is automatic, re-activation of your services is manual and may take time. In case of repeated failed payments a re-activation charge of £39 + vat may apply.

We encourage you to set up additional email accounts with at least one email hosted outside of our network.

Thank you for your understanding and keeping up with your payments.

Changing your billing information couldn't be easier! We currently accept all major forms of credit and debit cards, PayPal and Bank Transfer.

To change your billing billing information:

1. Log in to your account at www.ineek.com/members

2.When you're inside the members area, hover over the Billing tab, and from the drop down list select Edit payment method 

3.You should see a screen titled "Edit your payment method". From here you can change the details about any card, PayPal account or Bank Transfer that you have with ineek.

4. Select your desired Payment Type from the drop down menu.

5. The screen will update with more form fields depending on which payment type you selected in step 4. Fill in these fields with the details of your new payment method.

6. Press Update Payment Method. 

7.If all the form fields have been filled, and the details that you entered are correct, a message should appear in a green text box at the top of the page saying "Your payment method was updated successfully".

Note - If you have updated your debit or credit card information, a small box may appear saying "Awaiting Validation". This is completely normal. A member of our billings team is adding a further level of encryption to your card details before adding them to the system.