Frequently Asked Questions

Absolutely! Just check the corresponding check box on the sign up form and send them to us via email after you complete the registration. If you don’t have your logo in a digital format, just scan your business card, brochure, or flyer.
Absolutely! If you wish to give us your portfolio pictures, your own texts, documents, articles, videos, etc. – simply send them to us by email whenever you like and as often as you like. There will be no additional charges for it – its is part of the service.

We will produce simple, but well-written and easy to read texts about your business and services strictly based on the information you provide us in the initial sign up form. We will not do research and write articles. The nature of texts we produce will be informational – we will not create marketing texts, punch lines, slogans, etc. that would promote your business, sell your products, or convince your customers.

Only the texts we write initially to create your website are free of charge and included in the price. Afterwards, you will be responsible for writing your texts. You may engage us to proof-read, edit, or translate your texts at any time during website updates; however, this service is not included in the price and will be billed separately at the current market price at the time of the request. Note that such changes may require more than guaranteed update period (24 hours or 3 business days, depending on your plan).

We will do any content-related updates for free and as often as you like. “Content-related” actually means that these are the changes to content of the website: changing texts, adding or removing new pages, posting articles or documents, updating news and promotions, posting new images in your portfolio or gallery, etc.

For such updates, you will need to send us the materials that you want to post or update and describe what you would like us to do – every time you need the change. We will not do recurring updates on your behalf automatically. For example, update requests such us “Please find and post a new article on the XXXX topic on my website every Monday” will not be honoured. To do that, you will have to find the article yourself every time and send it to us no later than Sunday or Wednesday beforehand (24 hours to 3 business days, depending on your plan, prior to Monday).

Website appearance or graphics changes are not considered as “updates” and therefore are not included in the price. These changes may be performed upon request and will be billed separately at the current market price at the time of the request. Note that such changes may require more than guaranteed update period (24 hours or 3 business days, depending on your plan).

We believe that every business is unique and deserves a unique website. Every single website we make is done from scratch, specially for your business. We guarantee that we will not use the same design that we make for your website for any other client. We don’t use any templates or somebody else’s design.
We do not create flash websites and do not use animation. All graphics on your website will be static. After your website is built, you may definitely discuss with us a possibility of designing an animated “intro” page; however, this service is not included in the price and will be billed separately at the current market price at the time of the request. Note that such changes may require more than guaranteed update period (24 hours or 3 business days, depending on your plan).

Your website design is produced at the discretion of our Graphic Artists team and is based on our understanding of your business and the information and comments you provided in the application form at the time of signing up. We will not be assigning a personal Graphic Designer to you and there will be no back and forth interaction between you and the designer or an exchange and approval of design sketches. We guarantee that your website design will be unique, fitted to the nature of your business, of a professional quality, and best accommodate your request and suggestions provided to us in the application form.

If you are not satisfied with the resulting appearance of the site after the site is built, we will try to accommodate and address all your requests and concerns, including the possibility of assigning a personal designer to you, however, this work is not included in the price of the service and will be billed separately at the rate of $60 CAD per hour. We will try to provide you an estimate on the total cost upfront. Note that in such case, 48 hour website availability guarantee will not be applicable.

Our specialists pick a domain name based on the following factors: it should be as close as possible to the name of your business, it should be short enough for your visitors to remember and use, it should be available for registration.

If you are not satisfied with our choice, please let us know and our specialist will contact you to discuss available options and once you come to an agreement, we will book the desired domain for you. Note that we will only do it once free of charge – if you change your mind later on and decide to change your domain name one more time, we will charge you a $20 CAD fee for each such domain name change.

Absolutely! You can have as many as you like. Each additional domain name will cost you $2 CAD per month on top of your monthly fees.

Unfortunately not. The only way we can guarantee a continuous operation of your website is when we manage and renew your domain name via our infrastructure.

In order to associate your domain name with your new website, we will have to transfer your domain name to us. You will need to provide us with a username and password for your domain registrar and our system administrators will perform this transfer procedure free of charge.

We guarantee that if you ever decide to leave us, we will release your domain name and allow you to resume full control over it.

We do not redesign existing sites. We can, however, build you a brand new one, taking materials and information that you do like from your old site and improving things you don’t like whenever possible. We may also transfer your old domain so that the new site seamlessly takes place of the old one. Do not forget to mention that you already have a website and provide us a link to it in the Comments section of sign up form.

It is quite possible and many of our clients do see a gradual increase in business after a certain period of time of having a website, however, we cannot guarantee it. Our service consists of building and maintaining your website, but we do not promote or advertise it. You may hire third-party promoters, advertisers, or web marketers – we will gladly work with them and fulfill their instructions for site changes, as long as they fall within the scope of services we normally provide.

We will provide you with visitor statistics reports and you will be able to see for yourself how many people come to your site and what they do there.

We cannot guarantee that your website will be displayed on a particular page of search results or for any particular keywords in Google or any other search engine. We will do our best to generate appropriate keywords and list your website in search engines, however, cannot influence how search engines treat your website. We will not be performing any ongoing work to promote your website or improve searchability or ranking of your website in search engines.

Generally, your website should come up on first page of Google search results when somebody searches for your business by name or phone number – although we do not guarantee it, it tends to happen for most of our clients.

Simply send your request to us via email or fax and our support technicians will take care of it within 24 hours to 3 busness days, depending on your plan. If the update is simple and can be described verbally, you can always call us and do it over the phone. After you sign up, we will send you an email with detailed instructions.
We strive for performing all website updates within your guaranteed update period (24 hours or 3 business days, depending on your plan). There are, however, situations when an update might take longer due to its size or complexity. In such cases we will let you know when to expect it.

There is generally no limit for website pages (within reasonable boundaries, of course) and we do not charge extra for it. You may always ask us to create a separate page, or we might suggest to do so.

You will have to provide us with all the texts, documents, images, and other content.

We will review your texts and correct spelling mistakes (if we spot them) free of charge. Note that it is a courtesy service and we do not provide any guarantee on that. If you wish us to do proof-reading and correct and improve the texts, we may do so for an additional charge.

We will resize your images to load fast and appear better on your website free of charge.

If you would like our graphic designers to work on your images and improve their appearance (cropping, colour balancing, removing timestamps and unwanted artifacts, etc.) we may do so for an additional charge of $10 CAD per image.

You may have up to 10 email addresses. Each email box has ∼7Gb of space, supports email attachments up to 20Mb, and has a built-in advanced spam protection mechanism.

You don’t need to learn or use any software to manage your email addresses – simply send us an email if you would like to create or remove an address or restore a password, and we will gladly do it for you.

You may access your email via web browser or configure a desktop mail application such as Microsoft Outlook. You may also check email via phone or mobile devices. To check email via web browser go to http://mail.mybusinessaddress.com

We offer two options for you to see visitor statistics for your website:

Option 1: Contact us via phone or email and one of our specialists will provide you with a report and answer your questions.

Option 2: We can grant you access to an online reporting tool that you will be able to use at your own convenience.

Monthly charges will be applied on the same day as you initially signed up on. If you singed up on a 30th or 31st and a given month has less days, then the charge will be applied on the last day of the month, whichever it is – 28th, 29th, 30th, 31st

The transaction will be in Canadian dollars and your financial institution may charge you a currency conversion fee.

We accept all major credit cards:

It is extremely safe, secure, and protected. All financial transactions and payment processing are handled by InternetSecure – one of the largest and most reliable payment processing networks in North America. InternetSecure is fully secure and complies with Payment Card Industry (PCI) Data Security Standard enforced by Visa, MasterCard, and other payment card companies.

We never receive, see, or store your credit card information – not only none of our employees or agents can gain access to it, but we cannot even charge you for anything without your explicit permission!

There are no extra costs or hidden charges. Everything is included except for the optional features:
additional domain names $2 CAD per month
changing primary domain name (first change and consultation are free) $20 CAD per change
digital image processing and enhancements $10 CAD per image
custom text writing, proof-reading, translations $60 CAD per hour
changing website appearance and graphics; one-on-one work with designer $60 CAD per hour
flash, animation, logo design, advanced image processing or restoration $60 CAD per hour
creating long catalogues or menus; converting images or documents into digital format; organizing large volumes of texts, advanced functionality (e.g. logins, databases, search, shopping carts, etc.) $60 CAD per hour
buy-out of graphics & materials upon termination (when you leave us, but wish to take design and materials with you) $500 CAD
intellectual property infringement (that is if you leave us and try to steal our materials) $1000 CAD
You will receive an electronic invoice via email every time a charge is applied to your credit card.
We will make additional attempts to apply the charges after some time intervals and will attempt to contact you to resolve the matter. If you are unaccessible and the matter is not resolved by the end of the same calendar month when the payment was not received, your website will be suspended - we will replace your website with a note that the website is temporarily unavailable and contact phone numbers for inquiries. If the matter is not resolved by the end of the next calendar month, your service will be permanently terminated.
Talk to us! Call or email us at accounts@onthe.net and we will try to address all your problems and concerns. We strive for having only happy customers!
Send us an email to accounts@onthe.net saying that you would like to terminate the service. If you are planning to keep your domain name, state it explicitly in writing. Also, if you would like the service to terminate immediately, state it in writing as well.

Upon termination, the service is permanently discontinued: your website and email addresses cease functioning, all emails are permanently deleted, all domain names registered and maintained by us in conjunction with the account being terminated are recycled and may be sold or reused for a different purpose – unless you let us know that you intend to keep them and initiate and perform domain transfer into your own domain registrar.

If your termination request was received after the first 15 days since the date you signed up for the service, your service will continue until the last day of the calendar month in which your termination request was received. You will be billed a full regular monthly fee for the calendar month during which we received your termination request. We may, upon your explicit written request to accounts@onthe.net, terminate and remove your website immediately; however, you will not be refunded for the “unused” days of the service.

If your termination request was received within the first 15 days after the date you signed up for the service, you will be considered for our “Money Back Guarantee” program. If you qualify, your service will terminate immediately and you will be issued a refund.

Your website cannot be taken away or moved to a different hosting or service provider under any circumstances – neither during the service, nor after the service is terminated. The website, its materials, graphics and texts, except for what was originally provided by you and was not altered or modified by our specialists, are the sole property of ONTHE.NET.

You may choose to purchase the rights to keep the graphics and website layout to be able to use it in your website in the future. In this case we will provide you a copy of your website in Adobe PDF format: a single PDF file containing all pages of your website along with a written permission to reuse graphics and content layout. Note that website copy is a document and not a functional website – in order to turn it into a real website you will have to find someone to program website files based on its appearance in PDF file. The price of this option is $500 CAD.

Yes, you can take your domain name with you free of charge under the following conditions:
  1. You notify us in writing (via email to accounts@onthe.net) of your intent to transfer the domain name before the last day of the calendar month in which request for service termination was sent
  2. You initiate domain name transfer procedure before the last day of the calendar month in which request for service termination was sent. You initiate the procedure on your own, through your own third-party domain registrar account. We will not be able to perform the procedure for you or provide you with any support. Note that we will not be responsible for any third-party fees or charges that you new registrar may apply.
All materials, graphics, and texts that were produced or enhanced by our staff belong solely to ONTHE.NET. You retain rights only to materials you originally provided to us, that were used or posted on your website “as is”, without any processing, enhancements, or alterations. You are forbidden to use any materials, graphics, or texts produced or enhanced by us without our explicit written permission.

“Money Back Guarantee” Program applies to all new websites within the first 15 days after you sign up for the service. If you are not satisfied with the quality of our work or customer service; if we were unable to meet our guaranteed delivery deadlines (i.e. your website was not available in 48 hours); or if you believe that the product you received is not what you were promised, AND we were unable to address your concerns in a satisfactory way within the first 15 days of service – we will terminate your service and refund the full amount you have paid to us upon registration.

The refund will be done electronically to the same credit card from which the original purchase was made. To request termination and refund you must send us a written notice to accounts@onthe.net no later than 15 days after the date when you signed up for the service. Note that your financial institution may apply fees for currency conversion and cross-border transactions and as a result the refunded amount may be slightly different from the original charge.

Note that you will not be qualifying for the “Money Back Guarantee” program if we have performed all our promises and met all deadlines, and you simply decide that you don’t need the website anymore, do not receive enough customers from it, do not see it on “the first page of Google”, found a different provider, or have some other reason to try to “return the merchandise” that has nothing to do with how we performed our work. Your website is not a returnable product and therefore no refund will be granted under such circumstances.

You will also not qualify for the “Money Back Guarantee” program if you are not satisfied with the resulting appearance of your website, but have not provided us with particular requests or suggestions regarding appearance at the time of signing up, or have unreasonable expectations for website complexity (i.e. expect to receive something of the magnitude of Disney or Coca Cola) and are not willing to come to a reasonable compromise or pay extra fees for custom design work.

Except for the “Money Back Guarantee” program outlined above, there will be no other refunds issued.

We will employ all reasonable measures to protect your privacy and prevent your information from being disclosed to a third party. Your information will be stored securely and will only be available to those employees and agents of our company that require it for the purpose of conducting our services.

Unless required to do so by authorities or law institutions, we will not exchange, trade, or disclose any information about you or your business without your explicit permission, except for the information we post on your website. We may also use your business name or brand features in a list of our customers, online or in promotional materials.

Telephone: 1-866-310-4355
Fax: 1-866-462-9870

info@onthe.net – General Inquiries
support@onthe.net – Website changes and updates
assistance@onthe.net – Help and assistance
accounts@onthe.net – Billing, account information, termination

Can’t see an answer you are looking for? Ask us!