General FAQ

How do I sign up with Escape.com?
Which methods of payment do you accept?
How long does it take to set up my account?
How do I update the customer/billing information of my account?
What hours do you offer phone support?
I'm an existing customer. How do I contact you by email?
Help me! I need support!
If I'm not satisfied with the service how do I receive a refund?
I've received a billing discrepancy, how do I contact you?
How long does it take to review a billing dispute?
How long does it take to receive a refund to my credit card?
How do I cancel my hosting service?
Does Escape.com have usage policies?

Live Support
How do I sign up with Escape.com?

Signing up with Escape is easy! You can do so two ways. Call our toll free number, 1-800-MYHOST-0 to speak to a Sales Reprensentative or place your order online for any of our services at the following address:

http://www.escape.com/order.html

Once you submit your order, you will receive a welcome message from Escape.com indicating that your account has been created and will soon be activated along with your account's first statement. The email message will contain important account information, such as login information and links to our support area for help.

Which methods of payment do you accept?

We accept the following major credit cards: Visa, MasterCard, American Express and Discover. We also accept check and money order payments. For domains and merchant accounts you pay by check and money order as well in the full amount.

Please make remittance payable to:

Escape.com

Send payments to:

Accounts Receivable
Escape.com (DBA)
Escape.com
244 Madison Ave PMB #347
New York, NY 10016-2819

How long does it take to set up my account?

Once you receive an email from Escape.com confirming that your account has been created, we will begin the activation process. We cannot activate the account until payment is received--that is, until your credit card is approved or check has been received, processed and cleared.

How do I update the customer/billing information of my account?

You can easily submit new customer information or billing details through a secure online form.

Click here to submit new data.

What hours do you offer phone support?

Our Sales and Technical Support Departments are available 7 days a week from 8 a.m. Eastern until midnight.

Our phone numbers are:

Toll Free (U.S. and Canada)
1-800-MYHOST-0

Local
212-354-2002

For facsimiles: 212-354-4492

The Network Operation Center (NOC) is available 24/7. To report an outage to an Escape.com technician please call our Emergency Line by calling our main number and selecting number 2 for technical support and 2 once again.

I'm an existing customer. How do I contact you by email?

Sales Department :: info@escape.com
Customer Support :: help@escape.com
Billing Department :: billing@escape.com
DNS Information :: dns@escape.com
Abuse Department :: abuse@escape.com

Help me! I need support!

Escape.com offers several online support methods. We offer phone support, our premium web-base control panel, email support, community support and an online help desk system. The online help desk issues support "tickets" that our then reviewed by a technical support representative.

If I'm not satisfied with the service how do I receive a refund?

It is most unlikely that you will not be VERY satisfied with our services. However, if your not satisfied with our service and wish to cancel you may receive a full refund within the first 14 days of your initial service period. After the fourteen day grace period, the refund is not applicable. Domain registration and merchants accounts are all non-refundable services. We do not grant a refund policy to our reseller accounts.

I've received a billing discrepancy, how do I contact you?

Unfortunately, from time to time, billing errors do occur. If you believe you have received a billing discrepancy from
Escape.com, simply fax or mail a hard copy of the credit card statement to us. You may "black out" all other charges except those made by our company, Escape.com

Please include a cover letter that includes your account's username.

Fax: 212-354-4492

Mail to:

Billing Dept.
Escape.com
244 Madison Ave PMB #347
New York, NY 10016-2819

How long does it take to review a billing dispute?

Generally, it may take 1-3 business days to review a billing dispute.

How long does it take to receive a refund to my credit card?

Once we have reviewed the billing discrepancy, and if a refund is do to your account, it generally may take 72 hours for the credited refund to be processed by the credit card company.

How do I cancel my hosting service?

You may cancel your service any time by calling our Sales Department or by mailing us a letter of cancellation including your username, registration number and a signature. If you wish not to be billed for the following month of service, you must cancel your service before the beginning of your next billing cycle (which date is supplied to you in your account's monthly statements that our submitted to you by email). This also applies to users that make payment annually.

If submitting a letter of cancellation, please due so 2-3 business days before your next billing cycle to insure that you will not be billed. If you decide to cancel your account after the beginning of your billing cycle, your account
will expire at the end date as you will have already been billed for that month of service.

Once your account has been cancelled you will receive email confirmation that includes your cancellation number. Please save this number for your future reference.

For products and services such as domain registration and web certificates expire at the end date. If you no longer wish to continue such service simply do not renew.

For more information about cancelling service please refer to our "Cancellation of Service" clause in our Terms of Service (ToS) Agreement.

Does Escape.com have usage policies?

Yes, we do! Please refer to the links below to review our usage policies.

Terms of Service Aggreement (TOS)
Domain Registration Agreement (DRA)
No Spam Policy
Bandwidth Policy

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