Herein this document, all usage of the words "we", "us", and "our" refer to ExtraVM. The content of this Terms of Service document is a legally binding agreement for any account holders with ExtraVM. We reserve the right to terminate and cancel any client and service at any time, for any reason. Find the document listings below for a description of our terms.
By using ExtraVM hosting services, you agree to not abuse systems or networks in any way that may harm the usability of other client services, or harm outside networks or individuals. This includes but is not limited to: hosting or distribution of malicious files, targeted harassment towards individuals (invasion of privacy, including websites based around racism), outbound network attacks (DoS), copyright or trademark infringement, piracy (including server license cracking, i.e. Teamspeak servers, forum software), tor exit nodes, fraud, phishing, gambling/lottery sites, unsolicited e-mail spam, malicious network scanning, cryptocurrency mining and other forms of resource abuse that may cause harm to other clients. We do not impose hard limits on server load, however if a client server is causing high load on a host system your server may be restarted or suspended until the client can look into the problem. If you're on a shared service (virtual private servers or game servers), you may not utilize 100% of allocates cores for an extended period of time, dependant upon the average load on the system at the time. We do not impose hard load limits, so if you have software that may occasionally use more than average it usually perfectly fine. If you run software that requires high CPU usage on a constant or unusual basis, please contact us beforehand. CPU cores allocated to virtual machines are not dedicated physical cores. "vCPU" is an allocated core/thread on a server for the client virtual machine. You can utilize all resources of vCPU at any time with no limitations.
Refunds & Cancellation
Refunds may be granted within three days (72 hours) of the activation of your virtual private servers, web hosting, or Minecraft servers. Dedicated Servers are non-refundable. Some payment methods via PaymentWall gateway cannot be refunded. Refunds can be processed through PayPal, Credit/Debit Card and Bitcoin payments. Cancellations will be processed soon after the request is submitted, typically at 12:00 AM GMT-6. Cancellation requests must be submitted through your service area or requested via billing ticket. If a service is overdue, the service may be terminated automatically after 72 hours and your data removed. We are not responsible for reminding you to pay invoices, you must keep records of your due dates and pay service invoices on time to avoid termination.
Data & Account Responsibility
You, the client, are responsible for the data on your server. We are not responsible for any data loss that may occur during rare incidents such as hardware failures, however if hardware failures occur we will attempt to restore data from our automated backups. You are responsible for the actions that occur on your service.
We may provide free automated data backups for certain services, if so, these are taken solely for administrative purposes such as disaster recovery (disk or raid failure, etc.) and as so, we do not provide continuous access to these backups for client-end data issues. We may provide one or two restores each month upon request, however additional fees may apply for continuous admin time regarding restores.
All support request must be submitted through your client area via tickets. We are not required to provide technical support via live chat, social media, or other unofficial contact methods. We provide self-managed services, meaning the client is responsible for configuring their services unless a management service is purchased. Semi-Managed services include software support if the server is running CentOS with cPanel or Plesk control panels. This service included things such as software setup and configuration, troubleshooting, and more support methods.
Our affiliate system is aimed at providing clients a chance to receive account credit in exchange for referring new customers. Affiliates can request commission payout to a PayPal account or to their account credit balance. Direct SEO marketing or attempts to rank higher than our own advertisements, or falsely representing us in efforts to gain credits is not allowed. All billing issues relating to affiliate accounts must be reported to us within 7 days. We will process affiliate payouts within 24 hours upon commission withdraw request, withdraw requests are normally processed in under 30 minutes. Affiliates receive recurring commission for orders through their affiliate link, this means if a client purchases a service and pays for it for three (3) months, the affiliate will receive three (3) months worth of commission. We reserve the right to modify the affiliate commission by a margin of 3% (-/+) within 6 month intervals.
Credit card chargebacks and payment disputes are prohibited and may result in termination or suspension of your service without warning. Chargebacks or disputes will disqualify the client from receiving a refund for any payments, and may prohibit future ordering. If you have an issue with a payment, contact billing for a solution.
Terms of Service last edited: 10/14/2017
Client information such as first and last name and e-mail address are never shared with third parties, commercial or individual. Basic account information such as name and IP address may be compared against a third party database at time of registration to combat fraudulent orders. Client accounts are kept indefinitely for transaction logging purposes but can be removed upon request after 6 months of account closure, or no active services. Information may be provided to law enforcement if proper lawful and legal court order is provided.
Client Service Data
Information hosted on our servers by client will never be accessed, saved, or modified by any ExtraVM representative without initial notification to and consent of the client, unless client requests technical support prior that may require accessing server data; excluding any offered automated backups. Client data included in automated backups is removed after 7 days of being stored (typically Sunday), including when a service is cancelled by client. Client server data backups are not accessible by technical support or billing representatives, escalation of data request for service restoration purposes only, must be passed to management.