Stop using if you want us to stop charging

This should be common sense.

However, we get requests to close accounts as of some date from people who have already used their account after that date.  Sometimes people ask to have their account canceled on a certain date and then try to see how much use they can sneak in after that date.

For accounts used only for dialup, the period for which we charge is based on when you last use your account, not on when we close it or when you ask us to close it, unless the account is charged to a credit card.

If your account is charged to a credit card, you must notify us to stop charging your card.  Otherwise we have no way to know.

For accounts bundled with services or facilities that we pay for, charging is based on when you ask us to close your account.  This primarily applies to DSL accounts, where we pay Verizon for a circuit until the time we notify them to cancel it.

This is especially important for accounts charged to credit cards.

People stop using accounts temporarily for all sorts of reasons - travel, illness, computer problems, etc.  Even if we know you're using another ISP, many users keep more than one ISP account.  The only way we can know you don't want to keep your NetHeaven account is if you tell us.

When you do tell us, if you do it by email from another ISP, include your NetHeaven password.  Otherwise there's no way to verify who sent the email, and we can't terminate your privileges here just because email from an unverifiable user on another network asks us to.  Would you want just anybody to be able to cancel your account?

If you send your email from your account here using our mail system, we can verify the origin of the email.

We prefer that requests to cancel be

• included with payment or returned bill, or
• sent by email including the username and password
• phoned in by someone knowing the account password

If you ask for a little overflow time, we'll probably give it to you.  People's needs vary, and we know that.  We'll try to accommodate yours.

All accounts end eventually, and we consider that your payment for your account services includes some wind-down services - if your account is paid up, we owe you cooperation and a little help in ending it.

Free trials end no later than one month from when you first use your account.  For example, if you first use your account on May 25, your free trial ends June 24.  If you use your account more than a month, you have purchased it.

There is normally a period of a few days between the end of a free trial and the beginning of our next billing cycle.  We give this time free to people buying accounts and only to people buying accounts.  If you use any of this time, you have purchased your account for at least your first billing or charging period.

If you have paid a year in advance and cancel early, we will refund what you paid minus what you would have paid at the monthly rate for the number of months you kept your account.  For dialup accounts, the price for a year is 10 times the price for a month, so at the monthly rate you've paid for 10 months.  If you cancel after 6 months, you get a refund of 4 times the monthly rate.

If you have a domain name to move to a new provider, we will assist in the transfer and if given advance notice work with the new provider to assure a smooth transfer and DNS continuity.

In most cases, the domain registrar will ask us to OK the transfer before doing it, and we will not OK transfers without authorization from you.  We also will not OK a transfer if your bill is not paid.

If you provide us with your new email address, we will install automatic email forwarding and leave it in place for at least two months.

We will also enable Website forwarding if you request it and provide a URL.

Occasionally we get inquiries from people asking if we know how to contact someone who used to be on our service.  If we know an email address or URL, we will usually consider that public information and give it out.  We don't give out real names, postal addresses, or phone numbers.

If you're leaving the area, we hope it's to move on to some better phase in your life.  If you're switching to a competitor, we're sorry we could not be the best ISP for you, but just as you must choose a service that matches what you want, we must choose a market segment and tailor our service to it.  We can't be best for everyone, but we hope we've at least been a good service for you.

In any case, thanks for having been with us!

If you leave in good standing, you're always welcome to come back.  The NetHeaven family includes a fair number of members who come and go from time to time, seasonal members, students who are only here during vacations or only during school terms, etc.  Whatever the reason you left or come back, we can have you back on the net promptly.