User Agreement
Last updated: May 26, 2026
This User Agreement applies to customers, account users, authorized contacts, and other users of SiteEngine services, portals, billing systems, hosting systems, support systems, domain services, managed WordPress services, professional services, and related systems.
This User Agreement supplements the SiteEngine Terms of Use & Service. Capitalized terms not defined in this User Agreement have the meanings given in the Terms of Use & Service.
For purposes of this User Agreement, “SiteEngine,” “we,” “us,” and “our” mean SiteEngine Web Services LLC, a Florida limited liability company, doing business as SiteEngine, North Georgia Web, and North Florida Web.
1. Accounts and Authority
You must maintain accurate account ownership, billing, administrative, domain registrant, and technical contact information.
We may treat the account owner, billing contact, administrative contact, domain registrant, or any verified authorized user as authorized to request changes, approve work, cancel services, modify DNS, request support, approve quotes, manage domains, or make other account decisions.
We may require identity, account, payment, or authority verification before acting on requests.
We may refuse or delay requests if authority is unclear, disputed, suspicious, unlawful, technically unsafe, or likely to harm SiteEngine, another customer, an upstream provider, a registrar, a registry, a payment processor, or a third party.
You are responsible for promptly notifying SiteEngine if an authorized user should be removed, if account authority changes, if a business ownership dispute arises, if an employee or contractor no longer has permission to access the account, or if any account credentials may have been compromised.
2. Client Portal and Credentials
You are responsible for maintaining secure access to the SiteEngine client portal and all related accounts.
You must use strong passwords and should use multi-factor authentication where available. You must not share credentials insecurely or allow unauthorized users to access SiteEngine systems.
You are responsible for all activity under your account, including support tickets, orders, cancellations, DNS changes, domain changes, service changes, invoice payments, payment-method updates, approval of quotes, and messages submitted by authorized users.
SiteEngine is not responsible for loss, interruption, unauthorized changes, domain issues, billing issues, or service changes caused by compromised credentials, shared credentials, abandoned email accounts, former employees, former contractors, or unauthorized access resulting from your failure to secure account access.
3. Service Orders
Services may be ordered through the client portal, website, invoice, quote, written proposal, support ticket, email, signed agreement, or other approved process.
An order is accepted only when SiteEngine confirms acceptance, provisions the service, issues an invoice, receives required payment, or begins performance.
We may reject, cancel, or refuse orders for any reason, including suspected fraud, pricing error, service unavailability, policy violation, technical incompatibility, payment risk, legal risk, abuse history, unsupported use case, or unavailable third-party provider.
Descriptions of services on the SiteEngine website are general summaries. The specific scope, price, term, renewal, support level, and included work for your services are determined by the applicable invoice, proposal, statement of work, written agreement, or active service plan.
4. Billing and Automatic Renewal
Recurring services renew automatically unless cancelled according to the applicable cancellation procedure.
You authorize SiteEngine and its payment processors to charge your payment method for recurring services, renewals, add-ons, overages, usage, third-party costs, late fees, recovery fees, and other amounts due.
You are responsible for ensuring your payment method remains valid and has sufficient available funds.
Failed payment, expired card, bank rejection, payment processor hold, chargeback, fraud alert, payment dispute, or incomplete payment may result in suspension, interruption, or termination of services.
Updating, deleting, disabling, or disputing a payment method does not cancel services or eliminate amounts owed.
5. Invoices and Payment Terms
Invoices are due by the due date shown on the invoice.
Unless a signed agreement states otherwise, SiteEngine may suspend services for invoices that remain unpaid after the due date.
Past-due accounts may be subject to late fees, reactivation fees, collection costs, returned-payment fees, chargeback fees, and recovery costs where permitted by law.
If services are suspended for nonpayment, SiteEngine is not responsible for resulting downtime, email interruption, lost leads, lost traffic, domain expiration, data loss, missed deadlines, search-ranking impact, advertising disruption, or other consequences.
Suspension does not cancel your obligation to pay outstanding invoices.
6. Nonpayment and Suspension
If payment is not received by the due date, SiteEngine may suspend or terminate services, disable access, stop support, stop backups, pause work, remove public access, disable email, place domains on hold where permitted, cancel licenses, or initiate collection activity.
Reinstatement may require payment of all overdue amounts, reactivation fees, recovery fees, third-party fees, restoration fees, and any other costs incurred.
SiteEngine is not obligated to maintain backups, preserve data, maintain domain services, preserve email, keep licenses active, or continue third-party services during or after suspension for nonpayment.
If a third-party service, license, registrar, registry, or vendor terminates, deletes, expires, suspends, or changes a service because of nonpayment, SiteEngine is not responsible for loss of access, data, domain names, licenses, or functionality.
7. Refunds
Unless a written agreement states otherwise, the following are non-refundable:
- Domain registrations, domain renewals, domain transfers, redemption fees, restore fees, and registry fees.
- SSL certificates and other issued third-party products.
- Setup fees, migration fees, onboarding fees, consulting time, custom development, design work, maintenance work, support time, emergency work, and completed labor.
- Project deposits and milestone payments once work has begun.
- Third-party licenses, subscriptions, pass-through costs, and prepaid vendor charges.
- Services terminated for abuse, policy violation, fraud, chargeback, unlawful activity, nonpayment, or breach of SiteEngine terms.
Any discretionary refund does not waive SiteEngine’s rights and does not require similar refunds in the future.
8. Cancellation
Cancellation requests must be submitted through the client portal or by support ticket from an authorized account contact.
Cancellation is not complete until SiteEngine processes the request or confirms cancellation.
Cancelling hosting, SiteCare, maintenance, design work, or marketing services does not automatically cancel domains, third-party services, email accounts, advertising services, software licenses, analytics tools, call tracking, or other related services unless expressly requested and confirmed.
Cancelling a payment method, blocking payment, ignoring invoices, initiating a chargeback, or allowing a card to expire is not a valid cancellation.
You are responsible for exporting data, requesting migrations, transferring domains, downloading backups, moving email, updating DNS, and retrieving credentials before cancellation.
Offboarding assistance, migration work, data exports, DNS work, email migration, backup restoration, or credential recovery may be billable.
9. Data Retention After Cancellation
After cancellation, expiration, suspension, or termination, we may delete files, databases, email, backups, DNS zones, logs, tickets, staging sites, credentials, reports, analytics exports, configurations, or other data.
We may retain certain records as needed for billing, tax, legal, compliance, security, fraud prevention, dispute resolution, backup integrity, or business purposes.
We do not guarantee availability of data after cancellation, suspension, expiration, or termination.
You should request any needed export, backup, migration, domain transfer, DNS records, email migration, or credential handoff before cancelling or allowing services to expire.
10. Support
Support is provided through SiteEngine’s designated support channels.
Support scope depends on your active services and plan.
Unless a written agreement states otherwise, support is provided on a commercially reasonable, best-effort basis during normal business hours, with priority handling for emergencies as SiteEngine determines appropriate.
Support does not include unlimited development, redesign, custom coding, third-party platform support, content entry, SEO work, advertising management, malware cleanup, legal compliance work, accessibility remediation, DNS recovery, email migration, custom integrations, or troubleshooting caused by unsupported third-party changes unless included in your plan or separately approved.
SiteEngine may decline support requests that are outside scope, unsafe, unlawful, unsupported, abusive, technically impractical, or likely to harm the customer, SiteEngine, another customer, or a third party.
11. Emergency Support
SiteEngine may provide emergency support for issues that, in SiteEngine’s judgment, materially affect website availability, security, email routing, payment processing, domain resolution, or critical business operations.
Emergency support is not guaranteed unless expressly included in a written service-level agreement.
Emergency work may be billable unless included in your active plan.
Issues caused by client changes, third-party vendors, plugin defects, theme defects, unsupported software, expired licenses, malware, compromised credentials, DNS changes, registrar issues, email-provider failures, or upstream outages may require billable remediation.
12. Customer Conduct
You agree to communicate professionally with SiteEngine personnel, contractors, and vendors.
Abuse, threats, harassment, discriminatory conduct, excessive profanity, bad-faith chargebacks, repeated emergency escalation of non-emergency issues, attempts to bypass security or billing processes, or attempts to coerce unauthorized work may result in support limits, account restrictions, suspension, or termination.
SiteEngine may require that future communication occur only through designated channels or designated account contacts.
13. Prohibited Activity
You may not use SiteEngine services to host, transmit, promote, facilitate, or support unlawful, abusive, deceptive, fraudulent, infringing, malicious, high-risk, or harmful content or activity.
You may not use SiteEngine services in a way that harms SiteEngine’s infrastructure, reputation, security, deliverability, IP space, upstream vendors, other customers, or third parties.
Additional restrictions are contained in the Acceptable Use Policy, Anti-SPAM Policy, Email and Messaging Terms, Domain Registration and Domain Management Agreement, and other applicable policies.
14. Changes to Services
We may modify, replace, discontinue, migrate, reconfigure, update, or remove services, systems, software, plans, features, vendors, locations, infrastructure, limits, pricing, or policies.
We will use commercially reasonable efforts to avoid unnecessary disruption, but we do not guarantee that any feature, vendor, plugin, software version, control panel, theme, integration, server location, platform, or service plan will remain available indefinitely.
If a third-party provider changes pricing, licensing, terms, availability, APIs, security requirements, account access, features, or support status, SiteEngine may pass through resulting costs, require changes, recommend replacement, or discontinue affected services.
15. Third-Party Accounts and Access
To perform services, SiteEngine may need access to WordPress, hosting, cPanel/WHM, DNS, registrar accounts, Cloudflare, analytics, ad platforms, email providers, payment processors, CRM tools, form tools, social media accounts, Git repositories, or other third-party systems.
You authorize SiteEngine to access these systems as needed to perform requested services.
You are responsible for ensuring that access is lawful, properly authorized, and sufficient for the requested work.
We are not responsible for delays, failed work, lost data, account lockouts, or service failures caused by insufficient access, revoked access, platform restrictions, unavailable credentials, locked accounts, billing holds, security reviews, or third-party policy violations.
16. Domain and DNS Responsibilities
You are responsible for domain ownership, registrant information, renewal status, registrar credentials, DNS accuracy, email routing, and third-party DNS records unless a written agreement says SiteEngine is responsible for a specific domain-management task.
Domain registrations and renewals are subject to registry, registrar, ICANN, reseller, and domain-specific policies.
Domain services are governed by the Domain Registration and Domain Management Agreement, Domain Registration Services Addendum, and Domain Name Dispute Policy.
SiteEngine is not responsible for domain loss, expiration, transfer denial, DNS downtime, email disruption, verification failure, or registrar action caused by inaccurate contact information, nonpayment, failed renewal, client delay, disputed authority, third-party provider action, or failure to follow instructions.
17. Email and Deliverability
Email-related services may depend on DNS configuration, authentication records, sending reputation, user behavior, mailbox quotas, third-party spam filtering, recipient servers, email providers, blacklists, and compliance with anti-spam rules.
SiteEngine does not guarantee inbox placement, deliverability, uninterrupted email access, recovery of deleted email, or successful delivery to all recipients.
You are responsible for lawful email practices, list quality, consent records, unsubscribe handling, content accuracy, mailbox management, and compliance with applicable email, marketing, and messaging laws.
18. Website Content and Client Materials
You are responsible for all content, materials, claims, products, services, pricing, images, videos, testimonials, reviews, offers, guarantees, legal notices, privacy notices, accessibility statements, and business information you provide or approve.
You represent that you have the necessary rights, permissions, licenses, consents, and authority to provide materials to SiteEngine and authorize their use.
SiteEngine is not responsible for legal claims, intellectual-property claims, advertising claims, consumer-protection claims, privacy claims, accessibility claims, regulatory claims, or other disputes arising from client-provided or client-approved materials.
19. No Regulated Compliance Services Unless Expressly Agreed
Unless a signed written agreement states otherwise, SiteEngine does not provide legal, tax, accounting, HIPAA, PCI, ADA/WCAG, GDPR, CCPA/CPRA, financial, medical, insurance, employment, or regulated-industry compliance services.
We may assist with technical implementation at your direction, but you are responsible for obtaining professional advice and approving compliance-related decisions.
You are responsible for determining whether your website, advertising, forms, analytics, tracking, email, SMS, data collection, payment handling, privacy notices, cookie notices, accessibility practices, and customer communications comply with laws applicable to your business.
20. Security and Compromised Accounts
You must promptly notify SiteEngine if you suspect unauthorized access, malware, phishing, credential theft, suspicious account activity, domain compromise, email compromise, payment compromise, or other security issue.
SiteEngine may suspend, quarantine, disable, clean, patch, update, restrict, or remove affected services, files, accounts, scripts, plugins, themes, forms, mailboxes, DNS records, or integrations if we believe they create security, abuse, operational, or legal risk.
Emergency security work, malware cleanup, forensic review, restoration, password rotation, patching, plugin replacement, or remediation may be billable unless expressly included in your active plan.
21. Backups
Backups may be provided as part of certain services, but are not guaranteed unless a signed written agreement expressly provides a specific backup commitment.
Backup frequency, scope, retention, storage location, exclusions, and restore availability may vary by service.
Backups may fail, become corrupted, be incomplete, exclude certain files or data, or be unavailable after cancellation, suspension, nonpayment, compromise, storage failure, vendor failure, or other event.
You are responsible for maintaining independent backups of critical business data.
22. Termination by SiteEngine
We may terminate or refuse service if continued service would create legal, operational, security, reputational, financial, abuse, or compliance risk.
We may also terminate or refuse service if you violate our terms or policies, fail to pay, provide inaccurate account information, dispute account authority, abuse staff or systems, use services unlawfully, or if an upstream provider, registrar, legal authority, payment processor, or platform requires termination.
Upon termination, your right to use the affected services ends immediately.
23. Effect of Termination
After termination, SiteEngine may disable websites, hosting, email, DNS, support access, client portal access, backups, monitoring, licenses, integrations, third-party services, and related systems.
Termination does not relieve you of payment obligations incurred before termination.
Sections relating to payment, ownership, disclaimers, limitation of liability, indemnification, dispute resolution, confidentiality, data retention, and other provisions that by their nature should survive will survive termination.
24. No Resale Unless Authorized
You may not resell, sublicense, white-label, redistribute, or provide SiteEngine services to third parties unless SiteEngine expressly authorizes you to do so in writing.
If SiteEngine authorizes resale or agency use, you remain responsible for your clients, users, content, payments, support requests, legal compliance, and violations of SiteEngine terms.
25. Survival
Payment obligations, ownership provisions, disclaimers, limitations of liability, indemnities, dispute provisions, confidentiality obligations, data-retention provisions, and any provisions that by their nature should survive will survive cancellation, expiration, suspension, or termination.
26. Contact
SiteEngine Web Services LLC
931 Claeven Circle
Ft. Walton Bch., FL 32541
Okaloosa County
United States
Phone: (850) 368-9833
Support: support@siteengine.io
Sales: sales@siteengine.io
Privacy: privacy@siteengine.io
Abuse/Security: abuse@siteengine.io
Legal: legal@siteengine.io
DMCA: dmca@siteengine.io
