NetEase, Inc. General Policy
This is a contract. By opening an account with NetEase, Inc. or
any subsidiary of NetEase, Inc., you agree to abide by all policies
of NetEase, Inc. These policies apply to all users of NetEase, Inc.
without exception. Failure to adhere to the stated policies may
result in termination of the account at the discretion of NetEase,
Inc. The policies of NetEase include but may not be limited to this
NetEase, Inc. reserves the right to change policies, services, and
pricing at any time. Your continued use of an account signifies
acceptance of any and all policies and policy changes, and you may
cancel if you do not agree with changes in policy, service, or
pricing. Policies, services and pricing may change without notice
being received by the customer.
NetEase, Inc. reserves the right to refuse to provide service to
This Agreement is negotiated and executed in the State of
California and any interpretation of this Agreement shall be pursuant
to California Law. If any legal proceeding arise between the parties
and as a result of this Agreement, the parties agree that the
proceedings shall be brought in a Court of competent jurisdiction in
Sonoma County, California.
NetEase, Inc. makes no warranties of any kind, whether express or
implied, for the service it is providing. NetEase, Inc. will not be
held responsible for any damage you suffer from use of an account or
service provided by NetEase, Inc., unless otherwise agreed to in
writing. This includes, but is not limited to, equipment damage,
failure or loss of data resulting from delays, non-deliveries, or
service interruptions caused by the company's negligence or your
negligence or misuse.
Dial-up users: contact your telephone service provider to
verify that the NetEase, Inc. modem dial-up number you intend to use
is a local call from your location. You may be subject to additional
charges from your telephone service provider, depending on your
location and calling plan. NetEase, Inc. can not be held responsible
if long distance or other communications fees are incurred.
NetEase, Inc. is committed to preserving the privacy of its
customers and protecting their personal data. NetEase, Inc. keeps
information about its customers such as names, addresses, telephone
numbers and details about NetEase, Inc. services used by the
customer. While some of this information may be made available to our
immediate affiliates in the course of providing services our
customers have requested, NetEase, Inc. will not otherwise disclose
any information about its customers to any other third party without
a court order or other legitimate legal proceedings. In particular
NetEase, Inc. will not release any customer email addresses to any
Acceptable Use Policy
Any prohibited or illegal activity that affects NetEase, Inc., its
agents, equipment or customers is punishable to the full extent of
the law, and NetEase Inc. will hold you responsible for any damage
caused by your actions, whether intentional or unintentional. You are
strictly prohibited from using your account other than as outlined in
this Acceptable Use Policy and will be prosecuted to the full extent
of the law if you do so illegally (see Enforcement section). NetEase,
Inc. makes no exceptions in enforcing this policy.
NetEase, Inc., functions as a common carrier; our standard policy
is to not monitor or interrupt our users' activities, exert editorial
control over their content, or censor them or their content. To
protect the interests of NetEase, Inc. and in the best interests of
our customers, exceptions to this policy may be made under certain
specific circumstances including but not limited to the following:
Illegal activities: The law requires NetEase, Inc. to report any
criminal activity that it becomes aware of to the appropriate
authorities. It is the responsibility of the account owner to be
familiar with current laws and regulations.
Email: Email accounts are for personal or business correspondence
only. Unsolicited Commercial Email (otherwise known as UCE - or spam)
is strictly prohibited and violators will have their accounts
terminated immediately. Sending unsolicited email to one or more
addresses regardless of how the addresses were obtained may be
considered spamming and is grounds for account termination. Use of a
NetEase address or any address of a domain hosted by NetEase, Inc. as
a return address for replies to spam is similarly prohibited.
NetEase, Inc. may at its discretion employ filtering techniques to
block inbound email from known sources of spam and email abuse, and
may also filter incoming email for known viruses.
Usenet: All users of NetEase, Inc. news servers agree to be bound
by the charter of any newsgroup or newsgroup hierarchy posted to. It
is the responsibility of the user to be familiar with these charters,
which may include rules about content, spam, language and off-topic
posting. Excessive posting of identical messages to multiple
newsgroups ('cross-posting') via NetEase, Inc. news servers is
prohibited, as is the posting of unsolicited commercial email (spam).
Network abuse: Use of NetEase, Inc. accounts or services for
orchestration of or participation in any abuse of the NetEase, Inc.
or any other network, system or service is expressly forbidden and is
grounds for account termination and possible legal action. Any action
which interferes with the NetEase or other networks or which affects
the use of or access to any network is likewise expressly forbidden.
NetEase, Inc. retains at all times the right to determine what
constitutes network abuse. Examples include but are not limited to:
Attempts to hack the NetEase, Inc.
network or any other network or systems
Use of 'cracking' software or
Dissemination of viruses or
Provocation of attacks on the
NetEase, Inc. network or any other network
Conduct which causes NetEase, Inc.
to be blocked by another provider or which causes NetEase, Inc. to
be placed on a "block list"
Flooding NetEase, Inc. or any
other network with traffic for the purpose of disrupting service
NetEase, Inc. customers must also comply with the acceptable use
policies of our upstream providers, PacWest (http://www.pacwest.com)
and Cable and Wireless ( http://www.cw.com)
Use of copyrighted material: NetEase, Inc. is obligated to comply
with the Digital Millennium Copyright Act of 1998 (DMCA). All web
pages are subject to copyright law, and members are responsible for
the content in their file space. Use of the World Wide Web, FTP,
Newsgroups or any other services provided by NetEase, Inc. to
transfer copyrighted material in violation of applicable laws is
prohibited and may result in termination of your NetEase account.
Access to content: NetEase, Inc. functions as a common carrier and
does not censor. Material can be found on the Internet or in Usenet
news groups, etc., that some viewers may find objectionable; NetEase,
Inc. is not responsible for any content available via NetEase
accounts or services. Any limitation of access to content is at all
times the responsibility of the account holder and NetEase, Inc.
shall not be held responsible for access to material that an account
holder deems inappropriate. We suggest that minors be supervised.
The owner of any type of NetEase, Inc. account or service will be
held responsible for any abuse of that account or service, regardless
of whether the owner was the actual initiator of the abuse. This
includes for example but is not limited to: abuse of an email account
or dialup add-on which is part of a customer's account but which is
used by a third party or abuse of a colocated server or colocation
services by a third party, with or without the account owner's
Enforcement and remedy:
Violation of any terms set forth in this Acceptable Use Policy may
result in one or more of the following, at the discretion of NetEase,
Issuance of a warning
Temporary suspension of service
Billing to defray administrative
Termination of your services,
account or accounts
If any activities or security problems involving a NetEase account
or NetEase, Inc. customer's services cause network outages, the owner
of the account or service will be billed for network down-time.
Any account owner whose account is terminated for violation of the
terms set forth in this Acceptable Use Policy will be required to pay
any outstanding balances due, including any and all early termination
fees. In instances where it is necessary to terminate a customer's
account, an administrative disconnect fee may also be applied.
NetEase, Inc. will normally attempt to contact any user in
violation of this Acceptable Use Policy before taking action, but
depending on the circumstances or the severity of the violation
action may be taken without prior notification. In this case, the
user will be notified as soon as it is practicable.
This acceptable use policy in no way limits the rights and
remedies of NetEase, Inc. At its discretion NetEase, Inc. may take
other actions it deems necessary to protect the integrity of its or
other's networks or to recover the costs of operation as pertain to
identifying and removing violators of this acceptable use policy.
Dial-up Connection policy
Dialup accounts are intended for interactive use by a single
individual. NetEase, Inc. reserves the right to terminate idle
connections, that is, connections that have been unused for 30
minutes. Personal accounts are limited to one login at any given time
unless an additional fee has been paid.
NetEase, Inc. provides unlimited Internet access to its dial-up
customers. "Unlimited Internet access" is defined as
un-metered, on-demand dial-up access; Unlimited does not mean
dedicated ("always-on") access. In order to ensure that
dial-up services remain available to all dial-up customers, NetEase,
Inc. reserves the right to terminate any dial-up connection that
exceeds eighteen consecutive hours duration.
NetEase, Inc. assumes that anyone consistently using a dial-up
connection for more than eighteen consecutive hours at a time will
need dedicated-line access. If you consistently use your dial-up
account as a dedicated-line account, you will be billed for it
accordingly. Dedicated lines are available for an additional monthly
E-MAIL Retention Policy
NetEase Inc. will automatically delete any e-mail messages left on
the NetEase mail server longer than 30 days. It is the account
holders responsibility to download e-mail to their personal computer
prior to this automatic deletion.
NetEase also offers filtering for e-mails which are considered to be junk, or unsolicited commercial e-mail. By default these messages are
placed in a quarantine area accessible via our web mail interface. Due to the volume of junk mail and their relative undesirability this
quarantine area may be cleaned out with an e-mail retention time of not less than 8 days. Sometimes "false positives" will cause legitimate
e-mail to be placed into the quarantine. Users should be aware of this. If you use the junk mail filtering system, it is your responsibility to
check the quarantine regularly for any wanted e-mail.
NetEase will not maintain backups
of mail that has been deleted during the automatic deletion process.
NetEase will not be able to recover any deleted messages. NetEase,
Inc. will not be held responsible for any damage you suffer from loss
of mail or any other service provided by NetEase, Inc.
Technical Support Policy
The function of the NetEase, Inc. technical support staff is to
assist customers with initial connection, Internet browser and email
account setup. Support is only available for computers running recent
versions of Macintosh or Windows operating systems. NetEase, Inc.
does not offer over-the-phone tech support for issues such as cgi
programming, Linux use, your web site, or any other issue not
directly related to your dialing software or to the basic functions
of your web browser and email program. While at its discretion the
support staff may sometimes assist our customers with
non-connectivity or non-email issues, any such extra service is
strictly 'added value' service and provision of such service does not
obligate NetEase, Inc. to continue to provide such service.
NetEase, Inc. will use its best efforts to provide all services to
get your computer connected to the Internet but can not be held
responsible for hardware or software malfunctions or assist in
servicing or repairing your equipment. In such cases, the technical
support staff will gladly refer you to outside sources for
assistance. Customers should have a copy of their current operating
system available when calling technical support; there will be limits
to the amount of assistance that technical support representatives
can offer if you do not have a copy of your current operating system.
NetEase, Inc. reserves the right to cease providing over-the-phone
technical support to any customer.
NetEase, Inc. is not responsible for any problems caused by tech
support. It is your responsibility to be sure your files are backed
If you need assistance with your dial-up or email account,
please call the dial-up tech support division at 800-580-0932.
If you need assistance with your web hosting account, please call
the web hosting tech support division at 866-641-3742.
You are entitled to free assistance with setting up your
connection, an Internet browser (Microsoft Internet Explorer or
Netscape Communicator) and an email client (Microsoft Outlook
Express, Microsoft Outlook, Netscape Messenger or Eudora) on one
computer. Support is only available for computers running recent
versions of the Macintosh or Windows operating systems. We offer
telephone technical assistance everyday: Monday-Friday 8am - 8pm,
Saturday and Sunday 10am-4pm. We are closed on major holidays and on
Tuesdays from 1 -2pm.
If you can email, we encourage you to write to firstname.lastname@example.org
for assistance. If you are able to get online and have other
questions, the answers may be in our support pages located at
http://www.neteze.com/support - we encourage you to check there
first. Also, the help files in the program you are using may have the
answers to your questions so please do investigate these resources
before calling tech support.
Bandwidth and Disk use quotas
NetEase, Inc. uses a quota system for controlling customer
bandwidth and disk usage.
Billing office address:
PO box 11211
Santa Rosa, CA 95406
8:00 am to 5:00 pm, Monday through Friday.
Information about account types, services and current pricing can
be found on our sales page, located at http://www.neteasedialup.com. or http://www.neteasehosting.com
To update your contact information, change your billing period or
to see your account due date please use your account tools, located
at Access My Account.
NetEase, Inc. accepts cash, check, ACH electronic checks, Master
Card, VISA, American Express and Discover credit cards as payment.
Cash Payments: Please do not send cash by mail; NetEase, Inc. can
not be held responsible for any loss of funds. If you prefer to pay
in cash, please visit our main office during business hours.
Check Payments: Check payments can be made in person, by mail or
online. To pay your account online, please go to
Access My Account.
NetEase, Inc. charges a $20 fee for any check that is returned to
us due to lack of funds. The $20 fee will be included in your next
payment. Any bounced check must be replaced with a cashiers check,
money order, or cash.
Credit Card Payments: Credit card payments can be made over the
phone, in person or online. To pay your account via credit card
please go to Access My Account.
An automatic billing feature is available for your convenience; if
you choose to pay by credit card and choose auto-billing, your
payment will automatically be processed 5 working days before your
payment due date.
If the payment is returned as declined, expired, or invalid
NetEase asks that you call and give us a valid credit card number or
replace the payment with a check or cash. If for any reason a credit
card payment is not completely processed, you will receive email
All accounts are prorated to the first of the month. You will be
billed monthly unless you change the payment interval with the
NetEase, Inc. Billing Department. All services must be pre-paid
before they will be provided. Payments are credited from the account
due date, not from the date the payment is received. A grace period
of five days from the due date is given for accounts. After five days
without payment, the account will be locked until payment is
All invoicing is done via email.
When paying by cash or check you will receive an email invoice.
The invoice will be transmitted 20 days before your due date.
Invoices will be sent approximately every 10 days until the account
is paid or the due date passes. The invoice identifies the due date,
the amount and the address to send payments to. You will receive a
payment confirmation via email when your payment is processed.
If you choose to pay by credit card and choose automatic billing,
payment will automatically be processed 5 working days before your
payment due date. You will not receive an invoice if you choose the
auto billing payment method, but you will still receive a receipt.
You can notify NetEase, Inc. of any changes to your name, address,
or telephone number via your account tools, which are located at Access My Account.
It is important that this information be kept up-to-date to ensure
accurate communication between NetEase and our customers.
For reasons of security, if you wish to change the listed owner of
your account you will need to submit a written request signed by the
current and new account holders. If it is not possible for the listed
owner to submit such a request please call the NetEase, Inc. support
department and our representatives will be happy to assist in making
the necessary arrangements.
Accounts can not be put on hold or suspended. Any customer who
will be unable to use their account for extended periods of time
should cancel the account and reinstate it at a later date. This
includes, but is not limited to, users whose equipment is down for
repair or is otherwise unusable for the purpose of connecting to
Cancellation of an account MUST be done 6 working days or more
prior to the next billing period. There will be no
refunds for unused time left on the account.
Your cancellation will be effective when the current paid period
completes. Cancellation of your account must be done in person, by
phone. We do not accept cancellations via e-mail. Only the primary
account holder can cancel an account. Be sure you retrieve any
information you want to keep- email, web pages, files in your web,
FTP and home directories, etc.- and save it separately from your
account before you cancel. Upon cancellation, all user data will be
eliminated. If you fail to notify us of cancellation as stated above,
you will be responsible for all access fees until the date of
cancellation regardless of whether or not you used the service. There
will be no refunds for unused time left on the account.
When a cancellation is entered, the customer will be given a
cancellation number. This number is proof of your cancellation. Keep
this number. It is the only thing we will accept as proof of
cancellation, should there be a question at a later time.
All sales are final. Refunds will not be given under any
For any delinquent accounts, you will be responsible for all
collection costs, including reasonable attorney fees.