PebbleHost | Terms of service

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Pebblehost


Terms of Service

Please read the following carefully as it is legally binding

Your use of PebbleHost's products, services and web site is subject to the terms of this legal agreement.

("PebbleHost"), ("Website"), agrees to furnish services to the ("Client"), ("Customer"), ("You"), ("Your"), subject to the following ("Terms of Service"), ("Terms"), ("Conditions"), ("Agreement"), ("TOS").

If you have any questions regarding the TOS please contact us and we will be happy to answer any questions you may have.


Security

You agree to not share your account details with anyone else.

You agree that you are responsible for all activities under your account.

You agree that you are responsible for the security of your own account.

You agree to not exploit flaws in our hardware of software for any reason.

You agree to not circumvent any of our security features for any reason.

You agree to report any exploits or security flaws to us immediately upon discovering them.

You agree to not perform any attack on any network, host or server this includes but is not limited to 'denial of service' attacks.

You agree to not perform or engage in activities that interrupt or interfere with PebbleHost's services.

You agree to not engage in illegal activities from either your country of residence, the United Kingdom or the United States.


Payments

You are not required to enter into a contact or or subscription with any of our services.

Our Services require a first payment before they are activated.

If you have setup an automatic PayPal subscription you accept that you are responsible for canceling that automatic payment.

A chargeback or any form of dispute on the payment may result in your account being closed and services terminated even if you do not win the dispute.

We cannot guarantee that all promotional offers will remain active at all times.

For Minecraft, VPS and Web Hosting services the following process will be enforced:

        1. 14 Days before the service is due an invoice will be generated and sent out.

        2. Reminders for the invoice will be sent 7 days before the invoice is due.

        3. If not paid at 1AM GMT The next day the service will be suspended, an overdue notice will be sent out and the invoice will be marked as overdue

        5. 3 Days after being overdue a second overdue reminder will be sent out.

        6. 5 Days after being overdue the service will be terminated and all files/data will be wiped.

For Dedicated Services the following process will be enforced:

        1. 14 Days before the service is due an invoice will be generated and sent out.

        2. Reminders for the invoice will be sent 7 days before the invoice is due.

        3. If not paid at 1AM GMT the service will be marked as overdue and suspended

        4. 3 Days after being overdue the service will be terminated and all data lost.

Affiliates

Withdrawals from our Affiliate program are only done to your PebbleHost account credit.

We do not withdraw affiliate comissions into an external processor such as PayPal unless explicitly enabled on your account.

All Promotional, review or discount sites are not allowed to be used.

When posting your affiliate link it must be in full view and not masked using a URL shortner.

At any point we may investivate your account. Failure to follow these terms may result but is not limited to your account being closed, your affiliate program account being disabled or your affiliate credit being nulled.


Refunds, Cancellations and Chargebacks

We offer a 24 hour refund window on our Minecraft, VPS and Web Hosting services

Dedicated services are non-refundable

All addons we offer are non-refundable

If you would like to request a refund you must do so via a ticket on our billing panel, Submitting a cancellation request does not suffice.

Once a refund has been issued any associated services will be terminated

Your services may be cancelled at any time however refunds will not be given for the remainder of the billing cycle.

Cancellation requests are non-refundable and are automatically ran at 1AM GMT daily, If you have accidentally submitted a cancellation request please contact our team immediately.

Refunds regarding downtime are covered in the "SLA" section of these terms.


Service Level Agreement (SLA)

We anticipate our services to be available 100% of the time.

Services not online for more than 15 consecutive minutes will be covered by this SLA

Disruptions caused by planned or unplanned maintenance are not covered by this SLA.

Disruptions caused by the hardware or software of your server itself it not covered by this SLA.

In the event that there is downtime you may open a support ticket requesting account credit

We provide 1% of the services monthly bill per hour of downtime up to 100%

We reserve the right to decline any SLA claims if we believe they may be fraudulent (for example if the client was involved in causing the downtime).

You must submit any SLA claims within 7 days of the downtime.


Dedicated Servers / VPS's

You agree to not engage in any illegal activities on any dedicated servers you have purchased with us.

If you chose to have the server managed (Dedicated only) We do not provide root SSH login details.

We reserve the right to decline you management on your dedicated server at any time.

You take full responsibility that if your data is lost due to inpropper management on your dedicated server we are not responsible

Processes such as OS Reinstalls totally wipe the disk therefore removing all and any previous data stored on the server.


Minecraft Servers

RAM is provided based on the plan ordered, Your server is allocated the full amount of memory you purchase. In game plugins may not show the service having the full memory this is due to certain plugins such as PermGen using memory for additional java flags.

We provide unlimited slots on all Minecraft plans, This means that you can set your server to any slot number you would like, This does not mean your service can handle unlimited players.

CPU intensive servers may be suspended without warning to prevent causing issues with other clients, You will be notified of this via a ticket on our billing panel and expected to work with us to resolve the issue

Our disk space is provided as "unmetered" which is in accordance of fair-use, This is based on the node you are on

If your disk space is breaking our fair-use you will be contacted via a ticket on our billing panel and expected to work with us to resolve the issue

We do not allow the use for automatic backup plugins as these can negatively effect other customers services by using up a large amount of disk space

For large dynmap folders logs, backups and other related files may be purged if it is causing issues on the node

If you are found to be using a plugin or jarfile that increases your RAM allocation your service will be terminated without refund

We do not allow the use of plugins which allow you to run multiple servers on the same service, an example of this would be the plugin "subservers"

Whilst we offer MySQL Databases free with our services we do not hold liability for MySQL Database loss or corruption


Web Hosting

We do not allow the hosting of illegal sites on our Web Hosting

Services using nulled or illegal software may be reported via our billing panel using a ticket


Abuse

Services found to be abusing may be suspended or terminated without prior warning and refund.

Servers may be suspended or terminated due to the following reasons (but not limited to):


Abuse: Minecraft Services

Excessively high CPU usage.

Excessively large files such as Backups.

Attempting to gain unauthorized access.

Circumvention of RAM restriction.

Using a non Minecraft jarfile.

Using your service to host non-minecraft based services.

The usage of plugins such as botnets, backup plugins etc.


Abuse: Dedicated Services / VPS's

Using DDoS / DoS Scripts or Programs and Packet flooding.

Hosting or distributing torrents or pirated content.

Attempts to gain unionized access to any service other than your own.

Sending spam or unsolicited emails.


Abuse: Web Hosting

Hosting of background processes or daemons.

Hosting of an IRC Chat.

Hosting or distributing Nulled/Illegal software.

Hosting or downloading copyrighted software without permission and downloading / hosting torrents.

High CPU usage.


Support

We aim to provider a response within 1 hour for all tickets although depending on the complexity of the request this may be longer.

Bumping the tickets will further delay a response as we answer tickets based on their last reply.

Spamming our ticket system may result in your ban from our support system and thus you will not be able to get support.

We reserve the right to not provide support due to abusive comments such as swearing, if this is a continued problem your services may be terminated without refund.


Backups

We provide local backups for a paid subscription monthly.

These backups are taken at 2AM GMT nightly and are held on another drive which is not accessible by the customer.

Our backups do not include the following file types; .zip, .log.gz, .log.

Should you need a backup restored onto your server you should request this via our billing ticket system.

If backups are not available PebbleHost is may not be held responsible for any loss of files.


Minecraft End User License Agreement

By using any PebbleHost Minecraft-related service, including but not limited to PebbleHost Minecraft server hosting, you agree to the Minecraft End User License Agreement and any related or additional agreements, terms, or conditions specified therein, as provided by Mojang AB, in addition to but not in place of PebbleHost Terms of Service. Minecraft EULA: https://account.mojang.com/documents/minecraft_eula