Terms of Service

1. Account Eligibility and Responsibility

• Eligibility: You must be at least eighteen (18) years of age to register for or use the Services.
• Account Information: You agree to provide accurate, current, and complete information during the registration process (as required by WHMCS and our Fraud Protection system).
• Account Security: You are solely responsible for maintaining the confidentiality of your account password and for all activities that occur under your account, including any actions taken by third parties to whom you grant access.

2. Acceptable Use Policy (AUP)

You agree not to use the Services for any unlawful or prohibited purpose. Prohibited activities include, but are not limited to:

• Illegal Content: Hosting, storing, or distributing any material that violates any applicable law (including the laws of England and Wales).
• Spam / Email Abuse: Sending unsolicited bulk email (SPAM), email "bombing," or operating mail relays. Shared hosting accounts are strictly prohibited from sending bulk marketing emails.
• Malicious Content: Distributing malware, phishing, botnets, or engaging in any activity that compromises the security of our network or other users.
• System Abuse: Using excessive server resources (CPU, RAM, I/O) that negatively impacts other users on a shared server. This includes, but is not limited to, running crypto miners or public file-sharing services.
• Infringement: Hosting content that infringes on the intellectual property rights of others.

Violation of the AUP may result in immediate account suspension or termination, with or without notice, and no refund.

3. Services and Scope

3.1. Shared & Reseller Hosting

Shared Hosting accounts share resources. While we offer "Unlimited Traffic" (unmetered), accounts must comply with the AUP regarding system abuse. If a single shared hosting account jeopardizes the stability of the server, we reserve the right to suspend it.

3.2. Unmanaged VPS & Dedicated Servers

All Cloud VPS and Dedicated Server plans are provided as Unmanaged (Self-Managed) services.

• "Unmanaged" means you are solely responsible for the management, security, software installation, patching, and maintenance of your server's operating system and applications.
• VPSPioneer is responsible only for the physical hardware (for Dedicated Servers), the virtualization layer (for Proxmox-based services), and the network availability.
• The client is responsible for configuring all network settings, security, and firewalls inside their VM or server.

3.3. Windows VPS Licensing

For Windows VPS plans, the customer is solely responsible for obtaining and activating a valid Microsoft license key. VPSPioneer provides an unactivated evaluation copy only.

• VPSPioneer does not provide or include Windows Server licenses with VPS plans.
• The evaluation copy provided is for testing purposes only and must be properly licensed by the customer before production use.
• The customer must comply with all Microsoft licensing terms and conditions.

3.4. Website Security & Malware Cleaning

Our security services (e.g., "Emergency Malware Removal," "Website Shield") are provided on a best-effort basis. While we strive to detect and remove all malware, we do not guarantee that your site will be immune to future attacks. Our liability is limited to the fee paid for the specific security service.

4. Service Level Agreement (SLA) - 99.9% Uptime

• Commitment: VPSPioneer guarantees a 99.9% network uptime for all Shared Hosting, Cloud VPS, and Dedicated Server services on a monthly basis.
• Exclusions: This guarantee does not apply to:
  • Scheduled maintenance (for which you will be notified in advance).
  • DDoS attacks or other malicious third-party activity.
  • Outages caused by your own code, scripts, or misconfigurations (common on unmanaged servers).
  • Service suspensions due to AUP violations or non-payment.
• Remedy: If we fail to meet the 99.9% uptime guarantee, you may be eligible to request a service credit for 5% of your monthly fee for each 30 minutes of confirmed downtime (beyond the 0.1%), up to 100% of your monthly fee for that service. Credit requests must be submitted via a support ticket.

5. Payments, Billing, and Cancellations

• Billing Cycle: Services are billed in advance on a monthly, quarterly, semi-annual, or annual basis, as selected by you.
• Late Payments: If an invoice is not paid on its due date, your account may be subject to a late fee. If payment is not received within seven (7) days of the due date, your Service will be suspended.
• Termination: If payment is not received within thirty (30) days of the due date, we reserve the right to terminate the Service and all associated data (website files, databases) will be permanently and irretrievably deleted.
• Cancellations: You must cancel your Services via the WHMCS client area before your next invoice is due.

6. Refund Policy (7-Day Guarantee)

• Eligibility: VPSPioneer offers a 7-Day Money-Back Guarantee on new Shared Hosting and Cloud VPS plans only.
• Exclusions: This guarantee is void in the following cases. The following products and services are non-refundable:
  • Domain Names: All domain registrations, transfers, and renewals are final and non-refundable once processed.
  • Dedicated Servers: All fees for Bare Metal Dedicated Servers are non-refundable.
  • Software Licenses: Licenses (e.g., WHMCS, cPanel, Plesk, etc.) are non-refundable.
  • Security Services: Fees for "Emergency Malware Removal" or other "Uptime Monitoring" or "Server Management" services are non-refundable once the service has commenced.
  • Additional IPs: Fees for additional IP addresses are non-refundable.
  • Violations: Accounts suspended or terminated for violating the AUP (Section 2) are not eligible for a refund.

7. Backups and Data Loss

• Shared Hosting: We may perform complimentary (courtesy) backups, but we do not guarantee their availability or integrity.
• Unmanaged VPS: VPSPioneer may offer a daily backup feature on a best-effort basis. This is provided "as-is" and VPSPioneer is not liable for backup failure or data loss. You are still responsible for maintaining your own off-site backups.
• Dedicated Servers: No backups are provided. You are 100% responsible for implementing your own backup solution.

VPSPioneer is not liable for any data loss, regardless of the cause.

8. Limitation of Liability

VPSPioneer shall not be liable under any circumstances for any direct, indirect, incidental, special, or consequential damages, including but not limited to, loss of profits, loss of data, or business interruption, resulting from the use or inability to use the Services.

In no event shall VPSPioneer's total liability exceed the total amount paid by you for the specific Service in question during the three (3) months prior to the incident.

9. Indemnification

You agree to indemnify, defend, and hold harmless VPSPioneer, its officers, directors, and employees from and against any and all claims, damages, losses, and expenses (including legal fees) arising from your use of the Services or your violation of this Agreement.

10. Governing Law and Jurisdiction

This Agreement shall be governed by and construed in accordance with the laws of England and Wales.

You agree that any legal action or proceeding arising out of this Agreement shall be brought exclusively in the courts of London, England.

11. Changes to the Agreement

VPSPioneer reserves the right to modify this Agreement at any time. We will notify you of significant changes by posting the new Agreement on our website or by sending an email to your registered address. Your continued use of the Services after such changes constitutes your acceptance of the new Agreement.

12. Contact Information

If you have any questions about this Agreement, please contact us at:

VPSPioneer Ltd.
The Almere, 353 Avebury Boulevard
Milton Keynes, MK9 2HH
United Kingdom
Email: hello@vpspioneer.com