Terms of Service

Introduction

This agreement, herein referred to as the "Terms of Service," establishes the contractual framework between Infraveo Technologies Private Limited, operating under the trade name "Infraveo Cloud," and its esteemed clientele. Infraveo Cloud, with the Corporate Identification Number (CIN) U72900GJ2019PTC107879, was officially incorporated in India on April 29, 2019. As a testament to our commitment to excellence, we proudly hold ISO 27001 and ISO 9001 certifications, underscoring our dedication to information security and quality management.

1. Changes to the Terms of Service

In our dynamic industry, adaptability is key. Infraveo Cloud reserves the right to modify these Terms of Service at its discretion, with or without prior notice. These alterations may be prompted by changes in industry standards, legal requirements, or improvements to our service offerings.

2. Billing Terms

2.1 Money Back Guarantee

Infraveo Cloud stands behind the quality of its Virtual Private Server (VPS) services, offering a limited refund for normal VPS services within 24 hours of new account registration. This refund covers the VPS plan itself and excludes control panel add-on services. Bitcoin payments are non-refundable, and services suspended or terminated due to non-compliance with the Acceptable Use Policy (AUP) and Terms of Service (TOS) are not eligible for refunds. Refunds are also not applicable to services that have utilized 10% or more of their allocated bandwidth or have been upgraded.

2.2 Billing Methodology and Information

To ensure a seamless billing process, Infraveo Cloud invoices for all services 14 days prior to the due date. Customers are responsible for arranging payment by the due date, with a 10% late fee applied after 2 days of being overdue. In cases of repeat offenses, additional late penalty fees may be imposed at our discretion. Services affiliated with overdue invoices are subject to immediate suspension after one day and will be terminated three days past due. Invoices paid multiple times through PayPal/Credit Card subscriptions will be credited to the account and cannot be refunded. Any assistance required with this provision can be addressed to sales@infraveocloud.com.

2.3 Fraud

In the event of fraud discovery, the fraudulent customer is subject to immediate suspension/termination at the sole discretion of Infraveo Cloud. All available information about the fraudulent account/server will be submitted to local authorities and relevant financial institutions. Fraud orders undergo thorough investigation, and the perpetrators will be prosecuted to the fullest extent of the law, whether within India jurisdiction of Ahmedabad, Gujarat.

2.4 Disputes and Chargebacks

Customers must acknowledge that attempting to dispute or initiate a chargeback with PayPal or their credit card issuer may result in the suspension or termination of all services. A chargeback imposed under false pretenses is considered fraudulent and will be treated accordingly.

2.5 Cancellation Notice

Flexibility is paramount. Users have the liberty to cancel their service at any time during the month or schedule a specific time for service discontinuation. To avoid charges for unwanted services, it's essential to cancel any automatic payments and provide as much notice as possible before cancellation. Cancellations must be processed through the cancellation form in the client area for streamlined efficiency.

2.6 Affiliate Program

As a token of appreciation for customer loyalty, Infraveo Cloud offers a 10% one-time account credit for any referred VPS order. Active account status is a prerequisite for participating in the affiliate program, and the credit is added after the referred VPS has been active for a month. Please note that the credit balance cannot be withdrawn to a personal bank account or PayPal. Commission rates may vary for special packages.

2.7 Flash Sale

BlackFriday, Cyber Monday, New Year, Christmas and any other sale which is considered as Flash Sale are considered as non refundable final sale.

3. Prices

3.1 Price Changes

Infraveo Cloud is committed to offering competitive prices for its services. While we anticipate stability in pricing due to the historically declining prices of bandwidth and computer hardware, we acknowledge that unforeseen events, such as changes in regulations, taxes, fees, or other costs of doing business, may necessitate price adjustments. Any changes to prices will be communicated to customers at the start of their next billing cycle for transparency.

3.2 Currency and Rates

All services are currently priced in US Dollars / Indian Rupees. However, Infraveo Cloud reserves the right to re-price some or all services in a different currency after providing notice to the affected customers. This flexibility allows us to adapt to changing economic conditions and maintain fair pricing.

3.3 Prices Valid for New Orders Only

To provide clarity, listed prices on our website, special offers, or quotes are valid for new server orders only. Existing orders will retain their original pricing, and any changes will apply to subsequent orders.

3.4 Special Offers

Infraveo Cloud may extend special promotional pricing to specific customers or groups on a case-by-case basis. These offers take into account the economic context and business goals at the time of the promotion. It's important to note that special offers are only valid for the customers or groups to whom the offer is made and may not be applied to existing or new orders by any other person or group.

3.5 Additional Services

Enhance your Infraveo Cloud experience with additional services. Please be aware of the associated fees for services such as changing VPS location, IP address changes, bandwidth resets, additional storage, and IPs. Additional services are not refundable once purchased, so it's crucial to consider your needs before opting for these enhancements.

3.6 Account and Service Transfers

While we discourage the reselling/transferring of accounts, Infraveo Cloud does allow transferring services to other customers. The first transfer request is free of charge, but any additional transfer requests will incur a $10 USD/one-time fee per VPS service. It's important to note that special discounted and promo plans can only be transferred after being active for at least one month on the owner's account.

4. Support

Infraveo Cloud values your experience and understands that support is crucial. As our services are unmanaged, our support primarily covers hardware-related issues. This includes ensuring the proper functioning of your server's hardware components. However, it's important to note that Infraveo Cloud does not offer extensive software support beyond the default installation of selected items from the order form. Customers are encouraged to seek third-party assistance for software-related issues.

4.1 Professional Conduct

Infraveo Cloud is committed to maintaining a respectful and professional environment. Users are expected to communicate courteously and refrain from using offensive language, threats, or disrespectful behavior when interacting with our support agents. Any violation of this conduct may result in the suspension or termination of services at the discretion of Infraveo Cloud.

5. Backups and Data Loss

Infraveo Cloud prioritizes the reliability of its services, but it's important to understand that your use of the service is at your sole risk. Infraveo Cloud is not responsible for files and/or data residing on your account. Customers are urged to take full responsibility for the files and data transferred and to maintain appropriate backups. In the event of any data loss, it is the customer's responsibility to have a backup strategy in place.

6. Abuse Policies

6.1 Account Use

Accounts, passwords, and private information provided by Infraveo Cloud are for the customer's use only. The customer is solely responsible for any use of their services or accounts, including maintaining the security of their accounts and passwords. Infraveo Cloud will only request a user's password in response to a support ticket submitted via our secured ticketing system. Customers are reminded never to share their username or password except through the official support channels.

6.2 Reselling

Infraveo Cloud encourages customers to sell/resell hosting services using our provided services. However, customers or their representatives are responsible for the first level of technical support and billing for their customers. Any issues requiring interaction with our technical support team must be raised through our help desk by the customer or their representatives, not directly by the end-users. While resellers have flexibility, they are accountable for actions taken on the services they are paying for, including bandwidth overages or violations of the terms of service.

6.3 Denial of Service Attacks

The use of Infraveo Cloud's services for conducting attacks on other networks or hosts is strictly prohibited. Such actions may result in permanent service suspension without refund. In the event of a denial of service (DoS) attack against a customer's services, Infraveo Cloud prioritizes mitigating the impact on other customers. This may involve null routing affected IP addresses or suspending the targeted service. Customers experiencing frequent or repeated DoS attacks that negatively impact the network or its customers may face permanent suspension.

6.4 Spam

Sending bulk unsolicited commercial email (spam) is not allowed and will not be tolerated. Customers using Infraveo Cloud's network may not send, or allow to be sent, unsolicited commercial email via open relay or other means. While we may provide an opportunity to rectify unintentional spam problems, customers are ultimately responsible for the activity occurring via the services they are paying for. Repeated spam offenses may lead to service suspension. In the case of intentional spamming, services may be permanently suspended without refund.

6.5 Phishing

Running websites attempting to steal user login information or other personal data (phishing sites) is strictly prohibited. Customers unknowingly hosting phishing sites must take them down immediately, and their service may be temporarily suspended until corrective action is taken. Customers repeatedly hosting phishing sites risk permanent suspension. Intentional hosting of phishing sites using Infraveo Cloud services may result in permanent suspension without refund.

6.6 Legal Use

Infraveo Cloud services may only be used for legally permissible purposes under applicable law. Violations of this rule may lead to temporary or permanent suspension of service, with or without refund, and/or notification of appropriate law enforcement, at Infraveo Cloud’s sole discretion. Prohibited uses include illegally defaming or slandering another person or group, violating applicable copyright law, distributing child pornography, transmitting threatening messages, violating applicable trademark or patent law, using the service to commit denial of service attacks, attempting to hack into or disrupt any network or system not belonging to you, committing any action incurring legal liability for Infraveo Cloud, and acting in any other way inconsistent with applicable law.

6.7 Communications

Foul, explicit, rude, or abusive language is not tolerated and may result in immediate account termination without refund.

7. Content Policies

7.1 Content Monitoring

While the content and type of usage of the service are not regularly monitored, Infraveo Cloud may become aware of activities violating these terms or applicable law in the course of operating the service. Upon noticing or being informed of these violations, appropriate action may be taken, including warnings, temporary or permanent service suspension, or, in cases of serious crimes, notification to the proper authorities. Regular monitoring for future violations is not guaranteed, but statistical information may be monitored for billing, capacity planning, and service reliability.

7.2 Bit Torrent

Legal usage of BitTorrent is allowed, including running trackers, clients, or websites for non-copyright-infringing material. However, laws regarding copyright infringement will apply. Frequent or unresolved DMCA complaints regarding BitTorrent usage may be grounds for service suspension. Torrents are allowed only on Windows VPS, KVM Storage VPS, and Dedicated Servers due to resource limitations.

7.3 IRC

Due to a disproportionate amount of denial of service attacks attracted by IRC usage, Infraveo Cloud does not allow usage of IRC clients, servers, bots, or other IRC technology. Customers found running IRC servers, clients, or bots may have their service suspended temporarily or permanently at the discretion of Infraveo Cloud. Those knowingly running IRC servers, clients, or bots targeted by DoS attacks may face permanent suspension without refund.

7.4 Proxies

Proxies not causing frequent or unresolved abuse issues are allowed. Customers operating proxies subject to repeated and disproportionate abuse may have their service suspended. Proxy usage is not a justification for providing more than the normal maximum allocation of IP addresses (8 per dedicated server), nor will Infraveo Cloud frequently change IP addresses for proxy operators.

8. Bandwidth Usage

8.1 Network Port Fair-Shared Usage

To maintain fair usage, constantly using a high amount of bandwidth is not allowed. This includes consistently consuming more than 100mbps over 1 hours or frequently bursting to the full port (1Gbps or 10Gbps). Policies may vary in different locations, especially in Asia.

8.2 International Bandwidth on Vietnam VPS

Bandwidth from Vietnam to International is limited. With 1Gbps local bandwidth in Vietnam and 50mbps bandwidth to International, constantly consuming more than 5mbps international bandwidth over 1 hour is not allowed.

8.3 Direct China Bandwidth on Hong Kong VPS

Infraveo Cloud offers 10mbps fair-shared direct bandwidth to China in Hong Kong DC1. It is best-effort in Hong Kong DC2.

9. CPU Usage

CPU cores on KVM VPS are shared among multiple VPSs. If a VPS consistently maxes out one full core or more and impacts the performance of other client servers sharing the same host node, customers may be asked to reduce their usage. Disruptive load may result in a reboot, shutdown, and/or suspension of the VPS regardless of the time lapse involved. An average usage of 30% should be maintained, with the ability to burst up to 100% for 10 minutes every 24 hours.

10. Resource Usage

10.1 Usage Limitations

Infraveo Cloud prioritizes fair resource usage to ensure optimal performance for all users. To maintain a balanced and efficient environment, customers are expected to adhere to the following usage limitations:

10.1.1 System Resource Consumption

Customers should avoid exceeding 100% or more of system resources for a continuous period longer than 10 minutes. This restriction aims to prevent disproportionate resource utilization that could negatively impact the overall performance of the server and other clients sharing the same host node.

10.1.2 Gaming Servers

Running gaming servers, including but not limited to Counter-Strike, Half-Life, Battlefield 1942, etc., is not permitted. This policy ensures that resources are allocated efficiently and prevents resource contention that could affect the gaming experience of other users.

10.1.3 TOR Usage

The use of TOR (The Onion Router) in any form is not allowed. This restriction is in place to maintain network integrity and prevent potential misuse of the TOR network through our services.

10.1.4 Streaming/Live Streaming

Customers are prohibited from engaging in streaming or live streaming activities. This restriction helps manage bandwidth usage effectively and prevents any potential disruptions to the service caused by excessive streaming activities.

10.2 Termination Without Warning

Infraveo Cloud reserves the right to terminate any account without prior warning if customers violate the resource usage limitations outlined in Section 10.1. This measure ensures swift action to maintain the stability and reliability of our services.

10.3 Examination of Account Contents

As part of our commitment to enforcing resource usage policies, Infraveo Cloud retains the right to examine the contents of any account at any time. This examination allows us to identify and address any potential violations promptly.