CloudExa-Hosting Terms of Service

CloudExa-Hosting Ltd is a private limited company registered in England and Wales.

Company number: 16504313

Registered office: 128 City Road, London, United Kingdom, EC1V 2NX

These Terms of Service set out the rules for using CloudExa-Hosting's websites, panels, hosting services, support services, infrastructure services, and any other products or services we provide.

In these Terms:

• "CloudExa-Hosting", "we", "us", and "our" mean CloudExa-Hosting Ltd.
• "Customer", "you", and "your" mean the account holder, user, partner, reseller, sub-user, visitor, or any person using or accessing our services.
• "Service" or "Services" means any hosting plan, Game Server, VPS, VDS, Semi-Dedicated Server, Extreme Dedicated plan, dedicated server, bare metal server, Discord bot hosting plan, colocation service, rent-to-own service, panel, database, proxy service, backup facility, support service, website, or other feature provided by CloudExa-Hosting.
• "Panel" means any customer, billing, or game server control panel operated by or for CloudExa-Hosting.
• "Consumer" means an individual using the Services wholly or mainly for personal purposes and not for business, trade, craft, or profession.
• "Business Customer" means a customer using the Services wholly or mainly for business, trade, craft, profession, resale, community operation, or other non-personal purposes.

By creating an account, placing an order, accessing a panel, using a service, contributing towards another customer's service, joining as a partner, or browsing our website, you agree to these Terms.

1. Agreement and Scope

1.1 These Terms form the agreement between you and CloudExa-Hosting unless a separate written agreement signed or expressly accepted by CloudExa-Hosting says otherwise.

1.2 If a separate written agreement conflicts with these Terms, the separate written agreement will apply only to the specific service or matter it covers.

1.3 You may only buy or use our Services if:

• you are old enough to enter into a legally binding contract;
• you are not legally prohibited from receiving the Services; and
• your use of the Services is lawful in the United Kingdom and in the country where you access or use them.

1.4 The latest version of these Terms will be available at:

https://cloudexa-hosting.com/legal/terms-of-service

1.5 We may update these Terms from time to time. If we make a material change, we will give at least 30 days' notice before the change takes effect, unless a shorter period is needed for legal, security, or operational reasons.

1.6 Notice may be given by email, account notice, dashboard notice, website notice, or another reasonable method.

1.7 If you continue using or renewing the Services after updated Terms take effect, you will be treated as having accepted the updated Terms.

1.8 If you do not agree to a material update, you may cancel the affected Service before the updated Terms take effect.

1.9 Changes to these Terms will not apply backwards to disputes or claims that arose before the effective date of the change.

1.10 If you are a Consumer, nothing in these Terms removes or limits rights that cannot lawfully be excluded, including rights under UK consumer protection law. Where these Terms refer to limits, exclusions, charges, suspensions, termination, or refund restrictions, they apply only to the fullest extent permitted by law.

1.11 If you are a Business Customer, you confirm that you have authority to enter into these Terms on behalf of the business, organisation, community, or project that uses the Services.

2. Accounts and Customer Responsibility

2.1 These Terms apply from the first time you access or use any CloudExa-Hosting Service and continue until all of your Services have ended.

2.2 You are responsible for everything that happens through your account, Services, credentials, panel access, sub-user access, and server resources, whether the activity was authorised by you or not.

2.3 You must:

• provide accurate account and billing information;
• use a valid, active, non-temporary email address;
• keep your contact details up to date;
• secure your email account, billing account, panel account, SFTP password, and any other credentials;
• keep passwords private and unique;
• use sub-user accounts only for people you trust;
• make sure all sub-users follow these Terms; and
• tell us promptly if you suspect unauthorised access or misuse.

2.4 Accounts using invalid, disposable, misleading, or temporary email addresses may be suspended or terminated.

2.5 We are not responsible for loss, damage, deletion, or misuse caused by weak passwords, insecure email accounts, shared credentials, compromised devices, or access given to another person.

2.6 You must not attempt to exploit or abuse any bug, vulnerability, misconfiguration, hardware issue, software issue, panel issue, billing issue, network issue, or resource allocation issue. If you discover a vulnerability, you must report it to us promptly.

2.7 You must not attack, test, scan, disrupt, bypass, or interfere with our systems, network, customers, staff, partners, or providers. Prohibited activity includes:

• DDoS attacks;
• port scanning or network scanning;
• unauthorised penetration testing;
• brute force attempts;
• credential stuffing;
• phishing;
• spoofing;
• bypassing service limits;
• bypassing authentication or authorisation;
• attempts to access another customer's data or service;
• attempts to evade suspension, termination, or resource controls.

2.8 You must treat our staff, customers, community members, partners, and other users with reasonable courtesy. Abuse, harassment, threats, excessive rudeness, or disruptive conduct may result in support restrictions, account restrictions, suspension, termination, or community removal.

3. Plans, Resources, and Hardware

3.1 CloudExa-Hosting provides hosting and infrastructure services, including game hosting, VPS hosting, VDS hosting, semi-dedicated hosting, Extreme Dedicated plans, bare metal and dedicated server hosting, Discord bot hosting, colocation, and related support or panel services. A plan may include defined amounts of resources such as CPU, RAM, storage, databases, network access, power, rack space, IP addresses, bandwidth, backups, or other features.

3.2 Fixed Resource Plans include fixed allocations for the paid billing period. You must not attempt to exceed, bypass, alter, or avoid those allocations.

3.3 Additional storage, RAM, or vCores are not available as individual add-ons unless we expressly offer them. If you need more resources, you may need to upgrade to a higher plan.

3.4 We may change prices, hardware, software, storage quantities, network providers, network limits, network capacity, RAM allocations, CPU allocations, plan names, plan contents, or service features where we consider it commercially or operationally reasonable.

3.5 We will not reduce the fixed resources of a paid Fixed Resource Plan during its current paid billing period, unless required for security, legal compliance, abuse prevention, emergency maintenance, or circumstances outside our reasonable control.

3.6 CloudExa-Hosting may deploy services on AMD Ryzen 7950X, AMD Ryzen 9900X, AMD Ryzen 9950X, Intel i9-13900K, Intel i9-14900K, AMD EPYC 4565P, or other Intel or AMD processors of equal or higher performance class.

3.7 Customers cannot choose, reserve, or demand a specific processor model, physical server, storage device, network route, or data centre unless we have agreed this in writing.

3.8 Customers are responsible for downloading and backing up their data before a service expires, is cancelled, is suspended, or is terminated.

3.9 Service descriptions, checkout pages, invoices, order forms, or written quotes may set extra plan-specific limits, including acceptable use, bandwidth, power, rack unit, port speed, support, setup, migration, management, and access limits. If a plan-specific description conflicts with these general Terms, the more specific service description applies to that Service.

3.10 Colocation customers remain responsible for their own hardware, firmware, licences, hardware support contracts, shipping, insurance, customs, lawful ownership, and any data stored on colocated equipment unless we expressly agree otherwise in writing.

3.11 Colocation services may include rack space, power, network connectivity, IP allocation, remote hands, reboot assistance, or other data-centre services described in the order or quote.

3.12 You must ensure colocated equipment is safe, lawful, properly labelled where required, suitable for data-centre use, and does not exceed agreed power, heat, rack, weight, cabling, or network limits.

3.13 Physical access to colocated equipment is subject to data-centre rules, security procedures, staff availability, appointment requirements, identity checks, and any access charges stated in the quote or service description.

3.14 You are responsible for arranging collection, return shipping, or disposal of colocated equipment when the colocation service ends. We may continue charging for rack space, storage, power, remote hands, shipping, disposal, or related costs where equipment is not collected promptly.

3.15 We do not obtain ownership of customer-owned colocated equipment unless a separate written agreement says otherwise or the law allows disposal of abandoned equipment after proper notice.

3.16 Rent-to-own, leased hardware, financed hardware, or hardware sold with deferred payment remains subject to the specific written order terms, including ownership transfer, payment completion, default, return, and recovery terms.

4. Billing and Payments

4.1 Prices are set by CloudExa-Hosting in the currencies we choose to support.

4.2 If you pay in a currency that differs from your card, bank, or payment provider's standard currency, you are responsible for any exchange rates, conversion charges, payment provider charges, card charges, or bank fees.

4.3 Invoices are normally generated 14 days before the due date. You may pay an invoice any time before it becomes due.

4.4 We will send payment reminders, suspension warnings, and termination warnings to the registered email address on the account. You remain responsible for payment even if an email is delayed, filtered, missed, or not read.

4.5 You must keep all billing information accurate and current. Invalid, expired, or failed payment details may result in suspension or termination.

4.6 An invoice is treated as paid only when our payment provider confirms successful payment and the funds are available to us.

4.7 Non-instant payment methods, including PayPal e-cheques or similar delayed mechanisms, may delay service activation or renewal.

4.8 Unless we state otherwise, billing deadlines and due dates are calculated using the Europe/Berlin time zone. A billing day begins at 00:00 in that time zone.

4.9 We may suspend an unpaid service at 23:59 on the due date. We may provide a grace period, often up to 48 hours, but no grace period is guaranteed.

4.10 If you pay an outstanding invoice while the service is suspended, we will normally reactivate the service automatically within 30 minutes.

4.11 A suspended service may be terminated after two days. Once terminated, the service is not recoverable and associated files, databases, and backups may be permanently deleted.

4.12 If you pay an invoice after the related service has already been terminated, we cannot restore that terminated service.

4.13 If you order a new service after a previous service has been terminated, the new service will be charged at the then-current published price. Any legacy discount, protected price, or promotion linked to the terminated service will not carry over.

4.14 Account credit may be used towards future invoices, subject to these Terms.

4.15 Account credit is not transferable and is not refundable except where required by law or expressly agreed by CloudExa-Hosting.

4.16 Payments and overpayments made more than 90 days before a refund request will be treated as accepted and non-refundable, except where applicable law requires otherwise.

4.17 If we agree to refund through the original payment method, we may deduct payment processor fees, chargeback fees, currency conversion fees, or other direct payment costs where lawful.

4.18 Before a customer places an online order, the checkout or order process will identify, or make available, the selected Service, price, billing period, renewal basis, minimum term if any, key resource allocations, and any setup fees or recurring fees. Customers are responsible for checking the order before payment.

4.19 Where required by law, we will provide or make available a copy of the contract, these Terms, and key order information in a format the customer can save or reproduce.

5. Price Changes

5.1 If we increase recurring prices for an active paid service, we will give at least 30 days' notice before the increase applies.

5.2 Price increases will not apply part-way through a current paid billing period. They will apply from the next renewal or billing period.

5.3 We may decide to protect or freeze prices for existing customers, but this is discretionary and may be withdrawn for future renewals unless we have agreed otherwise in writing.

5.4 New plans, replacement plans, promotional plans, or upgraded plans may be cheaper or more expensive than existing services. You are responsible for choosing the plan that fits your needs and budget.

6. Promotions and Discounts

6.1 We may offer discount codes, coupons, trial services, introductory offers, partner offers, or other promotions.

6.2 A promotion gives only the discount or benefit described at the time it is offered. It does not create a permanent right to a fixed price unless the promotion expressly says so.

6.3 Promotions may be limited by:

• stock availability;
• region;
• service type;
• billing term;
• new-customer status;
• one use per customer;
• expiry date;
• specific plan;
• specific account;
• other published promotion rules.

6.4 We may start, end, withdraw, or shorten promotions at our discretion.

6.5 Promotional prices cannot be combined unless we expressly allow it.

6.6 Promotional pricing and discounts are linked to the service they were applied to. They may end if the service is upgraded, downgraded, changed, suspended, terminated, transferred, abandoned, or replaced.

6.7 Misuse of promotions, duplicate accounts, false details, or attempts to bypass promotion limits may result in cancellation of the promotion, account restriction, suspension, or termination.

7. Refunds and Account Credit

7.1 We want customers to be satisfied with the service. If you have a problem, please contact support so we can try to help.

7.2 Refunds are not automatic. You must request a refund through the Support Ticket System unless a specific statutory cancellation process applies.

7.3 Our standard goodwill refund policy is separate from any statutory rights a Consumer may have. To be eligible for our standard first-service goodwill refund, all of the following must apply:

• you are a new customer;
• the service is your first paid service with CloudExa-Hosting;
• you request the refund within two days of purchase;
• you submit the refund request through the Support Ticket System;
• the refund request is separate from the cancellation request;
• the service is not an excluded high-commitment service listed in section 7.7;
• the service has not been terminated for breach, abuse, prohibited content, chargeback activity, or other violation of these Terms.

7.4 If you buy multiple services, our standard goodwill refund applies to one service only.

7.5 Standard refund calculation:

• eligible first service cancelled within two days: full refund;
• after two days: no standard goodwill refund;
• subsequent purchases: no standard goodwill refund.

7.6 Before we process a refund, you must cancel the service. If immediate cancellation is required, the service may be stopped and deleted quickly.

7.7 Refund exclusions include:

• account credit balances;
• overpayments older than 90 days;
• Extreme Dedicated plans;
• dedicated server services;
• VDS plans;
• Semi-Dedicated plans;
• bare metal server services;
• services terminated for breach of these Terms;
• services used for prohibited activity;
• chargeback or payment dispute cases;
• fees that applicable law allows us to retain.

7.8 For clarity, Extreme Dedicated plans, dedicated servers, VDS plans, Semi-Dedicated plans, and bare metal server services are not eligible for goodwill refunds once ordered, provisioned, customised, reserved, installed, connected, or made available, except where applicable law requires otherwise.

7.9 If you are a Consumer and you buy at a distance or online, you may have a statutory right to cancel within 14 days. If you ask us to begin provisioning or providing a Service during that 14-day period, you agree that we may start work immediately. If you then exercise a statutory cancellation right, you may have to pay for the Services already supplied, setup work already performed, resources already reserved, or other reasonable costs that applicable law allows us to charge.

7.10 Where a Service is digital content or an immediately supplied digital service and the law allows cancellation rights to be lost after supply begins, we may ask you to give express consent to immediate supply and acknowledge that this may affect your cancellation rights.

7.11 For Business Customers, the goodwill refund policy in this section is the only refund policy unless we expressly agree otherwise in writing or applicable law requires otherwise.

7.12 Nothing in these Terms removes or limits any non-waivable consumer rights, statutory cancellation rights, refund rights, conformity rights, or other rights that apply by law.

8. PayPal, Subscriptions, and Payment Disputes

8.1 You are responsible for managing and cancelling any PayPal subscription, pre-approved payment, standing authority, or recurring payment instruction.

8.2 If you no longer need a service, you must cancel both:

• the service with CloudExa-Hosting; and
• any related automatic payment arrangement with your payment provider.

8.3 Duplicate PayPal subscriptions, accidental repeat payments, and other overpayments caused by customer error will normally be applied to account credit.

8.4 Overpayments may be reviewed for up to 90 days.

8.5 Before opening a chargeback, PayPal dispute, card dispute, or payment reversal, you agree to contact us first and give us a reasonable opportunity to review the issue.

8.6 A chargeback, PayPal dispute, card dispute, or payment reversal may result in:

• immediate suspension;
• service termination;
• loss of promotions or discounts;
• refusal of future orders;
• recovery of costs and dispute fees where lawful;
• disclosure of relevant account and service information to payment processors, banks, or dispute handlers.

8.7 If a Service is sold as a recurring subscription or automatically renewing service to a Consumer, we will provide cancellation information, renewal information, and reminders where required by applicable consumer law. Customers must still keep their email address current and read billing notices.

9. Suspension

9.1 We may suspend one or more Services without prior notice if:

• an invoice is unpaid;
• billing details are invalid;
• we suspect fraud, abuse, or unauthorised access;
• your use harms or may harm other customers, staff, systems, providers, or the network;
• you breach these Terms;
• you fail to cooperate with a reasonable investigation;
• you do not respond to support or compliance requests;
• we receive a valid legal request or order;
• emergency security, network, or abuse prevention action is needed.

9.2 During suspension, access to the service, data, files, databases, backups, panel controls, and support may be limited.

9.3 In exceptional cases, we may require payment of unpaid charges or reasonable suspension-period costs before unsuspending a service.

9.4 Suspension does not pause billing unless we expressly say so or applicable law requires it.

10. Termination

10.1 We may terminate one or more Services without prior notice if:

• the service has remained suspended for two or more days;
• you repeatedly breach these Terms;
• you try to bypass plan limits, including CPU, RAM, storage, network, or other resource limits;
• you use the service for prohibited content or prohibited activity;
• your conduct creates legal, security, financial, reputational, network, or operational risk;
• you submit false information;
• you misuse promotions, refunds, chargebacks, or account credit;
• you commit a serious breach of these Terms.

10.2 Termination may permanently delete files, databases, backups, settings, logs, and other service data.

10.3 We are not required to retain, restore, or provide data from a terminated service.

10.4 If CloudExa-Hosting materially fails to provide a service as advertised and does not fix the valid material failure within 14 days after written notice through the Support Ticket System, you may terminate the affected service.

11. Customer Cancellations

11.1 You may cancel a service through the Panel or another cancellation process we make available.

11.2 Cancellation options may include:

• Immediate cancellation; or
• cancellation at the end of the billing period.

11.3 Immediate cancellation means the service may be stopped, terminated, and wiped within 24 hours. Data recovery is not guaranteed.

11.4 End-of-period cancellation means the service remains active until the current paid period expires. Further renewal invoices and reminders for that service will normally stop, and the service may be deleted shortly after expiry.

11.5 Dedicated server services, bare metal services, and colocation services require at least 7 days' cancellation notice.

11.6 If you do not give the required notice for a dedicated server service, bare metal service, or colocation service, the service may still remain terminated and you remain liable for the full cost of the service. We may pursue recovery of that amount.

11.7 You are responsible for cancelling any external automatic payment arrangement, including PayPal subscriptions.

11.8 A cancellation request is not a refund request. Refunds must be requested separately through the Support Ticket System.

11.9 Payments made towards a cancelled service may only be reviewed for refund within 90 days of the payment date, unless law requires otherwise.

11.10 If you want to withdraw a cancellation request, you must contact us through the official support system before the cancellation has been processed. We cannot guarantee that a cancellation can be reversed.

11.11 If you are a Consumer with a statutory cancellation right, you may use the cancellation process in the Panel, open a support ticket, email [email protected], or send a clear statement that you wish to cancel.

11.12 Model consumer cancellation wording, where a statutory cancellation right applies:

To: CloudExa-Hosting Ltd, 128 City Road, London, United Kingdom, EC1V 2NX, [email protected]

I hereby give notice that I cancel my contract for the following Service:

Ordered on:

Customer name:

Customer email:

Service or invoice number:

Customer address:

Date:

11.13 We may ask for reasonable information to identify the account, invoice, and Service before processing a cancellation.

11.14 Where a Service renews automatically or is sold as a subscription to a Consumer, we will provide a reasonably straightforward way to cancel where required by law.

12. Ownership Transfers

12.1 The account holder for an eligible Service may request that ownership of that Service be transferred to another registered CloudExa-Hosting account holder.

12.2 A transfer requires written confirmation through our official ticketing system from:

• the current owner; and
• the incoming owner.

12.3 We may verify identity, account status, payment status, fraud risk, and eligibility before processing a transfer.

12.4 We may decline, delay, or investigate a transfer request if we suspect fraud, coercion, account compromise, payment risk, abuse, or breach of these Terms.

12.5 Once completed, a transfer is final. We will not reverse a completed transfer because of disputes, changed intentions, private agreements, third-party claims, or disagreement between the parties.

12.6 CloudExa-Hosting acts only as the technical facilitator of a transfer. We are not responsible for private arrangements, payments, promises, disputes, losses, or claims between the current owner and incoming owner.

12.7 Any remaining value in the current billing cycle is forfeited on transfer unless we agree otherwise or applicable law requires otherwise. Future billing responsibility passes to the incoming owner once the transfer is complete.

13. Sharing, Sub-Users, and Reselling

13.1 You must not make the CloudExa-Hosting Panel, billing account, game server panel, VPS/VDS management panel, dedicated server management panel, colocation management access, or any other restricted management interface publicly accessible.

13.2 Hosting public-facing services is allowed where the plan permits it, provided you do not give the public access to the Panel, account area, or other restricted management features.

13.3 You may use sub-user accounts to share restricted access with trusted people. You remain responsible for all sub-user actions.

13.4 Reselling is permitted only if the reseller follows these Terms.

13.5 Resellers must not claim or imply that they are endorsed by, employed by, underwritten by, or formally affiliated with CloudExa-Hosting unless we have agreed this in writing.

13.6 Resellers are responsible for:

• supporting their own customers;
• handling their own customer billing;
• making sure their customers follow these Terms;
• protecting CloudExa-Hosting's reputation;
• ensuring resold use does not harm our systems, customers, network, or providers.

13.7 CloudExa-Hosting provides support to the account owner only. We do not provide direct support to sub-users, reseller customers, or end users of a reseller.

13.8 Misuse by a reseller's customer may result in action against the reseller's parent service or account.

14. Fair Usage

14.1 CloudExa-Hosting operates shared hosting infrastructure. Customers must use resources fairly and must not harm the experience of other customers.

14.2 You must keep your use within your plan's allocated CPU, RAM, storage, database, network, and other resource limits.

14.3 Fair usage includes:

• managing allocated resources efficiently;
• using the service only for the lawful purpose intended by the relevant plan, such as game hosting, VPS hosting, VDS hosting, semi-dedicated hosting, dedicated or bare metal hosting, Discord bot hosting, colocation, or another approved hosting purpose;
• avoiding deliberate resource abuse;
• taking reasonable steps to prevent accidental or negligent resource abuse;
• following all published service rules and these Terms.

14.4 We may stop processes, limit usage, isolate services, suspend services, or take other reasonable action if a service negatively affects other customers, infrastructure, network stability, security, or provider relationships.

14.5 In serious cases, fair usage breaches may lead to suspension or termination.

15. Authentication and Security

15.1 You must authenticate to access CloudExa-Hosting accounts, panels, SFTP, and related systems.

15.2 We may support third-party authentication providers in the future.

15.3 You should use unique, strong passwords for:

• your CloudExa-Hosting account;
• your billing account;
• your panel account;
• your SFTP account;
• the email account used with CloudExa-Hosting.

15.4 SFTP passwords are not visible after they are set. If you forget an SFTP password, you must reset it through the Panel.

15.5 You must not stay logged in on public, shared, unsecured, or non-exclusive devices.

15.6 You should log out after each session unless the device is secure and controlled by you.

16. Support

16.1 We aim to provide professional support regardless of the plan purchased.

16.2 Official support channels are:

• the CloudExa-Hosting Panel ticketing system; and
• the #create-a-ticket channel in our Discord server, where available.

16.3 Other contact methods may be delayed, missed, or unsupported.

16.4 Discord tickets do not move you ahead of the support queue.

16.5 Each support ticket should cover one issue or request. We may close a ticket once that issue has been answered or resolved.

16.6 Community support may be available in Discord channels such as #community-support. Community support is informal and may be provided by staff, customers, or community members.

16.7 Support response times may be affected by:

• unexpected demand;
• staff availability;
• public holidays;
• regional or global incidents;
• communication outages;
• upstream provider issues;
• emergency maintenance.

16.8 We will help to a reasonable extent, but you remain responsible for your own setup, configuration, files, plugins, modpacks, databases, proxies, and software choices.

16.9 We do not guarantee full installation, setup, configuration, debugging, optimisation, or support for every game, modpack, plugin, proxy, database, or third-party tool.

16.10 We do not support cracked, pirated, unlicensed, or illegal software.

16.11 We may ask you to contact a game developer, plugin developer, modpack author, software supplier, or other third party where the issue is outside our reasonable control.

16.12 Guides, documentation, and videos are provided for general help. We are not liable for loss, damage, misconfiguration, or data loss caused by following support advice or guides, except where liability cannot be excluded by law.

16.13 We may restrict or withhold support if you refuse to follow reasonable support instructions or repeatedly reopen resolved issues without new information.

17. Databases and Storage

17.1 Plans may include up to 50 MySQL or MariaDB databases unless the plan description says otherwise.

17.2 Database storage counts towards the total storage allocation of your plan.

17.3 The combined size of files, databases, logs, on-service backups, and other stored data must remain within the plan's storage allocation.

17.4 Databases included with managed game hosting plans may only be used to support or enhance the related hosted game service unless the plan description says otherwise.

17.5 For VPS, VDS, semi-dedicated, dedicated, bare metal, Discord bot hosting, or colocation services, database use is permitted where it is lawful, within the plan limits, and consistent with the intended use of the Service.

17.6 Database connection details must use strong passwords.

17.7 You are responsible for backing up database and file data regularly.

17.8 CloudExa-Hosting is not liable for database corruption, file corruption, or data loss except where liability cannot be excluded by law.

18. Backups

18.1 You are responsible for keeping your own current backups.

18.2 We may provide automated off-site backups as a convenience. These backups are not guaranteed and must not be treated as your only copy of important data.

18.3 You should keep independent backups in a secure external location.

18.4 Hardware, software, storage devices, and backup systems can fail. We will use reasonable efforts to recover from failures, but recovery is not guaranteed.

18.5 We accept no liability for data loss where you have not kept your own independent backup, except where liability cannot be excluded by law.

19. Bandwidth Usage

19.1 CloudExa-Hosting Services are provided with metered bandwidth allocations. Specific bandwidth allowances may vary by Service, plan, or infrastructure location and may not always be publicly listed.

19.2 Customers are responsible for keeping bandwidth usage within reasonable and acceptable limits for the purchased Service. CloudExa-Hosting may monitor network usage to protect network stability, performance, and reliability for all customers.

19.3 If a customer's bandwidth usage is excessive, abnormal, abusive, or negatively affects the network or other customers, CloudExa-Hosting may investigate and take corrective action where necessary. Corrective action may include traffic shaping, temporary restrictions, suspension, additional bandwidth charges, or termination of the Service.

19.4 Where practical, CloudExa-Hosting may contact the customer about unusually high bandwidth usage before taking action. Immediate action may be taken without notice where required for network stability, abuse prevention, or infrastructure protection.

19.5 Customers using Services for proxying, transit, denial-of-service activity, network abuse, or any activity that places unreasonable strain on the network may have their Services suspended or terminated to the fullest extent permitted by law.

20. Proxy and Tunnelling Restrictions

20.1 CloudExa-Hosting services must not be used primarily as a proxy, relay, tunnel, traffic shield, or forwarding layer for third-party servers or off-network infrastructure unless the plan expressly permits it or we have approved it in writing.

20.2 You must not use our servers, IP addresses, DDoS protection, or network to protect, hide, forward, or route traffic to a game server, VPS, VDS, dedicated server, bot, website, or other service hosted by another provider.

20.3 Proxy use is allowed only where all endpoints are hosted on the CloudExa-Hosting network or where we have expressly approved the setup in writing.

20.4 Normal administrative access, SSH, VPN access for private administration, reverse proxies for your own hosted services, and similar legitimate uses are allowed where the plan permits them and they do not breach these Terms.

20.5 Misuse of proxy, relay, tunnel, or DDoS protection features is a serious breach and may result in immediate filtering, disconnection, suspension, or termination without refund, to the fullest extent permitted by law.

21. Customer Content and Uploads

21.1 You are solely responsible for all files, databases, software, scripts, content, data, and communications uploaded to, stored on, downloaded to, sent through, or distributed from your service.

21.2 Services must be used only for lawful hosting, infrastructure, gaming, Discord bot, colocation, or other plan-approved purposes.

21.3 You must not store, upload, run, distribute, or make available content or tools for:

• hacking;
• network sniffing;
• spam;
• email servers;
• botnets;
• phishing;
• fraudulent gateways;
• pornography or sexually explicit material;
• crypto mining;
• peer-to-peer load balancing;
• unlawful or abusive media streaming;
• P2P services;
• cloud storage intermediaries;
• public file links or storage services that breach copyright, privacy, abuse, or acceptable-use rules;
• nested virtualisation, VPS resale, or public virtualisation services unless the plan expressly permits them;
• public VPN, anonymity, proxy, or traffic-tunnelling services unless the plan expressly permits them;
• unauthorised remote access tools, backdoors, or credential-harvesting systems;
• cracked, pirated, or unlicensed software;
• malware, malicious scripts, or harmful tools;
• any content likely to harm CloudExa-Hosting, our customers, our providers, or our reputation.

21.4 You must not download, upload, store, share, or distribute copyrighted material unless you have the legal right to do so.

21.5 We may provide links to third-party game server software, plugins, modpacks, installers, or add-ons. You install and use third-party software at your own risk.

21.6 You must ensure that all uploaded or installed content comes from trusted, lawful sources.

21.7 If prohibited content appears on your service, you are responsible unless you can show to our reasonable satisfaction that you were not responsible and that you acted promptly to secure and remove it.

22. Cookies, Analytics, and Similar Technologies

22.1 We use cookies and similar technologies to operate, secure, authenticate, improve, and understand our website and services.

22.2 Cookie categories may include:

• strictly necessary and security cookies;
• authentication cookies;
• payment fraud-prevention cookies;
• performance and analytics cookies;
• session analytics technologies.

22.3 Strictly necessary and security technologies may be required for login, account security, fraud prevention, session management, and protection against attacks.

22.4 Where required, non-essential cookies or similar technologies will be subject to applicable consent rules.

22.5 Sensitive fields such as passwords and payment forms will be excluded from recording where reasonably possible. IP addresses will be anonymised where applicable. Session analytics data may be retained for up to 30 days unless a shorter or longer period is required for security, investigation, or legal reasons.

23. Data We Handle

23.1 We collect and process only the information we reasonably need to operate accounts, provide services, process payments, handle support, secure our systems, comply with law, and maintain business records.

23.2 Payment processing is handled by third-party payment processors. We do not store full card numbers or full financial credentials.

23.3 Types of data we may process include:

• Email address: used for login, account identification, support, notices, and service announcements. Stored in WHMCS and Pterodactyl in cleartext where required by those systems. Retained for as long as needed for account, support, security, tax, legal, dispute, and business-record purposes, then deleted or anonymised where lawful.
• Full name: used to identify and address the customer. Stored in WHMCS and Pterodactyl in cleartext. Retained for as long as needed for account, support, security, tax, legal, dispute, and business-record purposes, then deleted or anonymised where lawful.
• Display name: used in the Panel. Stored in Upstash or similar systems in cleartext. Retained for as long as needed for account, support, security, dispute, and service-operation purposes, then deleted or anonymised where lawful.
• Country: used for tax, billing, fraud prevention, and compliance. Stored in WHMCS in cleartext. Retained for as long as needed for tax, legal, fraud-prevention, dispute, and business-record purposes, then deleted or anonymised where lawful.
• Account password: used for authentication. Stored hashed in systems such as Pterodactyl and WHMCS.
• SFTP password: used for SFTP access. Stored hashed in Pterodactyl or similar systems.
• IP address: used for security, login protection, auditing, fraud prevention, and support. Stored in systems such as Upstash in cleartext where necessary. Retained as required for security and records.
• PayPal transaction ID: stored in WHMCS or billing records to verify payment status.
• Stripe payment information: may include Stripe payment ID, transaction ID, hash, card last four digits, and expiry date, as supplied by Stripe and needed for billing records.

23.4 Our sales, billing, support, and security teams may access relevant data where needed for support, account validation, fraud prevention, legal compliance, security, service operation, or business records.

23.5 Discord and community platforms are operated under their own terms and privacy policies. If you connect Discord to CloudExa-Hosting for support or verification, related information may be linked to your CloudExa-Hosting account for that purpose.

23.6 We will not purge information you voluntarily posted or shared on Discord unless required by law or technically and reasonably possible within our control.

24. Account and Personal Data Removal

24.1 You may request an email change through official support.

24.2 Because we have accounting, tax, fraud prevention, dispute, and legal record obligations, we may not be able to delete all account or financial records.

24.3 Where deletion is not possible, we may be able to anonymise or replace personal details with randomised information and set a null or inactive email address.

24.4 Data removal requests must be made by opening a support ticket from the Panel or through another official process we provide.

25. Display Names, Server Names, and Public Identifiers

25.1 Display names, server names, Discord names, usernames, and other public identifiers must not be offensive, discriminatory, abusive, or likely to cause serious disruption.

25.2 You must avoid names or identifiers based on, targeting, or mocking:

• race;
• biological sex;
• gender identity;
• disability;
• sexual orientation;
• religion;
• nationality;
• slurs;
• curse words;
• other wording that a reasonable person may consider offensive.

25.3 This rule applies in all languages and to disguised, misspelled, spaced, symbol-replaced, or otherwise implied wording.

25.4 We may rename, remove, suspend, or terminate services or accounts that breach this section. Repeated attempts may also result in removal from Discord or other community spaces.

26. Privacy Commitments

26.1 We aim to be clear about what information we collect, why we collect it, how we use it, and who we share it with.

26.2 CloudExa-Hosting Ltd is the controller for personal data we process for account, billing, support, security, fraud prevention, service operation, and legal compliance purposes, unless a separate data processing agreement says otherwise.

26.3 Our lawful bases may include contract performance, legal obligation, legitimate interests, consent, and, in limited cases, protection of vital interests or establishment, exercise, or defence of legal claims.

26.4 We do not sell customer personal data.

26.5 We share customer data with third-party vendors only where reasonably necessary for payments, hosting, security, support, compliance, or service operation.

26.6 Where we use vendors who process personal data for us, we seek appropriate contractual and security commitments.

26.7 We use reasonable technical and organisational measures to protect personal information.

26.8 We expect staff and contractors with access to customer information to follow confidentiality, security, and access-control rules.

26.9 You may access and update certain account information through your profile or the Panel.

26.10 Depending on the circumstances, you may have data protection rights including the right to access, rectification, erasure, restriction, objection, portability, and the right to withdraw consent where processing is based on consent.

26.11 You may complain to the UK Information Commissioner's Office if you believe your data protection rights have been breached.

26.12 If you have privacy questions or want to exercise a data protection right, contact us through the official support system or [email protected].

26.13 We may contact, cooperate with, or provide information to law enforcement, regulators, courts, payment processors, or other authorities where we reasonably believe it is necessary or required by law.

26.14 These Terms include privacy information, but CloudExa-Hosting will also publish or make available a separate Privacy Notice and Cookie Notice where required by law.

27. Security Incidents

27.1 No online service can guarantee that security incidents will never occur. We take security seriously and aim to respond promptly and transparently.

27.2 If we discover or receive a report of a security incident, we may:

• isolate affected systems;
• close or restrict connections;
• suspend affected services;
• investigate logs, accounts, files, and traffic;
• notify affected customers;
• publish updates through our website, Discord, status page, email, or other reasonable channels;
• involve providers, vendors, or law enforcement where appropriate.

27.3 We use reasonable security measures, which may include strong credentials, multi-factor authentication, vendor review, VLANs, encryption, data-centre controls, and DDoS protection from providers such as PletX, GSL, or comparable services.

27.4 Customers should help protect their services by:

• avoiding account sharing;
• limiting sub-user permissions;
• using strong passwords;
• securing email accounts with 2FA;
• keeping third-party software updated;
• reporting unauthorised access promptly to [email protected].

28. Copyright Complaints

28.1 Rights holders may report alleged copyright infringement to:

[email protected]

28.2 For US works, DMCA notices may be sent to the same address.

28.3 A copyright complaint should include:

• identification of the copyrighted work;
• identification of the allegedly infringing material, including URL, file path, server details, or other useful information;
• the complainant's email address;
• the complainant's legal name;
• a physical or digital signature;
• a statement that the complainant has a good faith belief that the disputed use is not authorised by the copyright owner, its agent, or the law;
• a statement that the information in the notice is accurate and that, under penalty of perjury, the complainant is the copyright owner or authorised to act for the owner.

28.4 After review, we may notify the customer by email, ticket, panel notice, or another reasonable method.

28.5 We may require the customer to remove the disputed content, prove lawful rights, or confirm that the dispute has been resolved.

28.6 We do not act as mediator between the customer and the rights holder.

28.7 Repeated infringement, refusal to remove infringing material, or misuse of the service for copyright infringement may result in termination.

28.8 CloudExa-Hosting is not liable for customer content or infringement allegations except where liability cannot be excluded by law.

29. Partner Code of Conduct

29.1 Partners, developers, content creators, influencers, affiliates, and anyone else working with CloudExa-Hosting must follow these Terms and any additional partnership rules we provide.

29.2 The following conduct is prohibited:

• discrimination;
• harassment;
• sexual harassment;
• threats;
• intimidation;
• stalking;
• abuse of staff, customers, users, or partners;
• impersonation;
• misleading identity claims;
• unauthorised data collection;
• collection of non-anonymised data without explicit opt-in;
• misuse of the CloudExa-Hosting brand;
• false promises;
• coercion or manipulation;
• misleading statements;
• botting, boosting, fake engagement, or other deceptive promotional activity.

29.3 Partners must keep CloudExa-Hosting confidential information private and must take reasonable steps to protect it.

29.4 Partners must act professionally, ethically, and in a way that does not damage CloudExa-Hosting, our customers, our staff, or our reputation.

29.5 Breach of this section may result in termination of the partnership and related services.

30. Software and Service Changes

30.1 Software, panels, services, games, libraries, templates, installers, and related features may be updated, replaced, changed, restarted, moved, or removed.

30.2 Planned changes will normally be announced in advance through Discord, the website, the status page, email, or another reasonable channel.

30.3 Emergency or unplanned work may begin without advance notice where needed for security, stability, legal compliance, provider requirements, or urgent operational reasons.

30.4 You agree to receive updates, patches, and service changes needed to operate, secure, or maintain the Services.

31. Hosting Locations

31.1 We may offer services in multiple locations.

31.2 Available locations may change over time.

31.3 We do not guarantee that a preferred location will always be available.

31.4 We may add, remove, replace, or move locations where reasonably necessary.

31.5 If we need to move a customer's service to another location, we will try to give 30 days' notice where practical.

31.6 If advance notice is not practical, we may move data or services without prior notice where needed for security, stability, provider requirements, capacity, legal compliance, or operational reasons.

32. Hosting Provider Role

32.1 CloudExa-Hosting provides hosting infrastructure and network transport. Customers remain responsible for the content and activity they publish, store, host, transmit, or distribute.

32.2 Customer content does not represent CloudExa-Hosting.

32.3 We do not approve, endorse, or guarantee customer content.

32.4 We do not routinely inspect all customer content. We may inspect, restrict, remove, suspend, or disclose content where required or permitted by these Terms, law, security needs, abuse reports, provider requirements, or operational needs.

33. Legal Terms

Notices

33.1 Notices under these Terms may be sent by email, ticket, dashboard notice, website notice, postal notice, or any other reasonable method.

Compliance with Law

33.2 You are responsible for making sure that your content, software, use, downloads, uploads, and distribution are lawful.

33.3 We may consult or cooperate with law enforcement, regulators, payment processors, providers, or other authorities if we reasonably believe customer activity is unlawful, malicious, abusive, or risky.

33.4 You authorise us to stop, start, pause, modify, update, access, move, delete, or change services, files, plugins, modpacks, databases, or other assets where reasonably needed to operate, secure, support, investigate, or stabilise the Services.

Content Licence

33.5 You retain your rights in your own content.

33.6 You grant CloudExa-Hosting a non-exclusive, worldwide licence to host, store, transmit, cache, back up, copy, process, and technically adapt your content only as needed to provide, maintain, secure, support, investigate, or comply with legal obligations relating to the Services.

33.7 This licence does not give us ownership of your content and does not allow us to commercialise your content for unrelated purposes.

Liability

33.8 We are not responsible for the privacy or protection of content while it travels across the public Internet, third-party networks, third-party providers, or services outside our control.

33.9 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, breach of non-excludable statutory rights, or any other liability that cannot lawfully be excluded or limited.

Indemnity

33.10 If you are a Business Customer, you agree to defend, indemnify, and hold CloudExa-Hosting harmless from claims, losses, liabilities, costs, damages, and reasonable legal fees arising from:

• your breach of these Terms;
• your content;
• your services;
• your users or sub-users;
• your reseller customers;
• your unlawful, negligent, or abusive conduct;
• claims made by third parties because of your actions or omissions.

33.11 If you are a Consumer, you are responsible for losses we suffer only where those losses are caused by your breach of these Terms, unlawful conduct, negligence, or misuse of the Services, and only to the extent permitted by law.

Force Majeure

33.12 We are not liable for delay or failure caused by events outside our reasonable control, including strikes, riots, vandalism, fires, severe weather, provider outages, cable cuts, power failures, terrorism, natural disasters, government action, national emergencies, war, labour disputes, Internet failures, data-centre failures, or major network incidents.

Confidentiality

33.13 Private agreements, private prices, commercial arrangements, and confidential information must not be disclosed publicly unless disclosure is required by law or needed to enforce legal rights.

Relationship of the Parties

33.14 These Terms do not create a partnership, joint venture, employment relationship, agency relationship, or franchise relationship between you and CloudExa-Hosting unless a separate written agreement expressly says so.

Waiver

33.15 If either party does not enforce a term immediately, that does not waive the right to enforce that term later.

Legal Costs

33.16 If legal proceedings are brought to enforce rights under these Terms, the prevailing party may recover reasonable legal fees and costs from the non-prevailing party where the court allows it.

Governing Law and Jurisdiction

33.17 These Terms and any dispute or claim connected with them are governed by the laws of England and Wales.

33.18 The courts of England and Wales have exclusive jurisdiction, except where mandatory consumer protection law allows a Consumer to bring claims in another local court, including Scotland, Northern Ireland, the wider United Kingdom, or the European Union.

34. Disclaimer of Warranties

34.1 The Services are provided on an "as is" and "as available" basis.

34.2 To the fullest extent permitted by law, CloudExa-Hosting disclaims all warranties, representations, and conditions not expressly stated in these Terms, including implied warranties or conditions of merchantability, fitness for a particular purpose, availability, uninterrupted service, error-free operation, accuracy, reliability, and freedom from harmful components.

34.3 We do not guarantee that:

• the Services will always be available;
• the Services will be uninterrupted or error-free;
• any particular hardware, route, provider, location, or performance level will always be available;
• third-party software will work correctly;
• all content or information will be accurate, current, or complete;
• emails, downloads, servers, or services will be free of viruses, scripts, malware, or harmful components.

34.4 To the fullest extent permitted by law, CloudExa-Hosting is not liable for indirect, incidental, special, consequential, exemplary, or loss-of-income damages arising from service disruption, malfunction, suspension, termination, data loss, downtime, network issues, software issues, or customer misuse.

34.5 If you are a Consumer, these exclusions do not affect your statutory rights, including any right to receive services performed with reasonable care and skill, digital content or services matching their description, and remedies that cannot lawfully be excluded.

34.6 Some jurisdictions do not allow certain exclusions or limitations. Where an exclusion or limitation is not allowed, it will apply only to the maximum extent permitted by law.

34.7 CloudExa-Hosting is subject to the laws of England and Wales.

Questions about these Terms should be sent through the official support system or to [email protected].