The exact terms are spelled out in the Service Agreement, but the short version is:

If during the first 30 days of service, we don't provide everything we promised, you are entitled to a total refund of everything you have paid us and you owe nothing, provided of course, that we receive all of our equipment back undamaged.

Also during the first 30 days of service, even if we did everything we promised but you feel that our service does not meet your needs, you can terminate your agreement with 10 days notice to us. When we receive the equipment from you undamaged, your deposit will be refunded in full.  You will be charged for one month of service, but otherwise, you will have no further obligations to ONS.

During the term of your Service Agreement, we guarantee that you will not be charged for any day that things didn't work perfectly for you.

In you experience a service interruption due to a failure of the server that lasts more than 5 minutes during business hours, you may request, within 10 business days, a credit to your account equal to 1/30 of your monthly server management charge for each day during which a failure occurs.

To request a credit, please send an email to us at support @ ons-usa.com stating the account name and the date(s) for which you are requesting credit.  Credits will be applied against the next month's bill for Managed Server service.

This service guarantee applies to Monday-Friday 8:30 am to 5:30 pm. Downtime due to customer pre-authorized maintenance or upgrades, unauthorized access, theft, fire, abuse or tampering, customer or Internet network failures, loss of utility power, telephone line service interruptions or other factors beyond our reasonable control are excluded.