Terms of Service

1. Acceptance and Contractual Relationship#

1.1. By using the Services, the Client represents and warrants that the Client is legally capable of entering into a binding contract.

1.2. The Client must be at least 18 years old to use the Services.

1.3. If the Services are used on behalf of a company, organisation or other legal entity, the person accepting these Terms represents and warrants that they have authority to bind that entity to these Terms; if they do not have such authority, the resulting obligations may rest with that person personally.

1.4. These Terms apply together with the Privacy Policy, the policies set out in the sections of these Terms (including the Acceptable Use Policy, the Anti-Spam Policy and the SLA) and any additional policies, tariff descriptions or special terms published by the Company for specific services.

1.5. If a separate written agreement is signed between the Client and the Company, that written agreement will prevail over these Terms only to the extent of any direct conflict.

2. Changes to Terms and Services#

2.1. The Company may update these Terms from time to time.

2.2. Material changes may be notified by email, Client Area notice or website notice at least 14 calendar days before they take effect, unless immediate changes are required for legal compliance, security, abuse prevention, fraud prevention, supplier requirements or urgent operational reasons.

2.3. Continued use of the Services after the effective date of updated Terms constitutes acceptance of the updated Terms by the Client.

2.4. The Company may modify, suspend, discontinue or replace any Service or feature at any time where reasonably necessary for security, maintenance, supplier changes, technical improvements, compliance or business reasons. The Company aims to minimise disruption to active Services and to give advance notice where practical.

2.5. If the Client does not agree with changes to these Terms or Services, the Client's sole remedy is to stop using the Services and cancel active subscriptions before the next renewal date.

3. Accounts and Registration Data#

3.1. To use certain Services, the Client must create an account.

3.2. The Client must provide true, accurate, current and complete registration, billing and contact information.

3.3. The Client must keep the account information updated at all times.

3.4. The Client may not create an account using a false identity, fake information, disposable abuse details, stolen credentials or information belonging to another person without authorisation.

3.5. The Client may not create multiple accounts to bypass limits, abuse controls, sanctions checks, payment checks, promo limits, technical restrictions or previous suspension.

3.6. The Client is responsible for maintaining confidentiality of the Client's login credentials, SSH keys, API keys, two-factor authentication codes and all other access credentials.

3.7. All actions performed through the Client's account are deemed to be authorised by the Client unless the Client promptly notifies us of unauthorised access.

3.8. The Company may require account verification, identity verification, business verification, payment verification or additional KYC/KYB information from the Client before or after activation of Services.

3.9. The Company may suspend or terminate the Client's account if provided information is false, outdated, incomplete, suspicious, high-risk or unverifiable.

4. Services#

4.1. Services include virtual private servers, virtual dedicated servers, dedicated servers, IP addresses, cloud infrastructure, network services, traffic delivery, storage, software images, control panel access, support and related digital services.

4.2. Services are provided subject to availability, technical feasibility, payment confirmation, compliance checks and these Terms.

4.3. A Service is considered delivered once access credentials, login details, IP addresses, control panel access or other access details are made available to the Client.

4.4. Typical activation time is 1–20 minutes after confirmed payment, unless manual verification, stock limitations, fraud checks, technical issues or custom configuration are required.

4.5. The Company may refuse to provide any Service at its discretion, including where an order appears fraudulent, abusive, technically risky, sanctioned, illegal or commercially unreasonable. The Company exercises this right reasonably and in good faith.

4.6. Services are provided to the Client for use, not sold to the Client. The Client does not acquire ownership of any hardware, software, IP addresses, network resources, licences or infrastructure.

4.7. IP addresses are assigned for the duration of the Service and remain subject to availability, routing policy, supplier rules, registry rules, abuse history and technical requirements.

4.8. The Company may replace, renumber, withdraw or reassign IP addresses where required by technical, legal, abuse, supplier or registry reasons.

5. Subscriptions, Renewal and Cancellation#

5.1. Services are provided on a prepaid basis.

5.2. The initial subscription term is selected by the Client at the time of order.

5.3. Unless cancelled, paid Services may renew automatically or remain renewable through the Client Area, depending on the selected payment method and product type.

5.4. The Client is responsible for ensuring that sufficient funds are available before the renewal date.

5.5. If payment is not received by the renewal date, the Company may suspend, restrict, terminate or delete the Service. Where reasonably possible, the Company will notify the Client before suspension and allow a short period to settle payment.

5.6. Cancellation must be completed by the Client through the Client Area before the renewal date.

5.7. Cancellation becomes effective at the end of the current paid period unless otherwise stated.

5.8. After cancellation, unused time is not refunded automatically, but the Client is welcome to contact support and we will consider reasonable requests in good faith; refunds are also provided where required by applicable law or agreed in writing.

5.9. After expiry of a paid period, data may be retained for up to 3 days. For PROMO, trial, daily rental, temporary or special-offer Services, data may be retained for up to 1 day or deleted earlier where technically necessary.

5.10. Once a Service has expired or been suspended, terminated or deleted, the Company may be unable to preserve or restore it, so the Client should keep independent backups of anything important.

6. Payments, Fees and Taxes#

6.1. The Client agrees to pay all fees applicable to the Services ordered by the Client.

6.2. Prices are listed in USD unless otherwise stated.

6.3. The Company may use third-party payment processors, banks, card processors, cryptocurrency payment providers, electronic money providers or other payment intermediaries.

6.4. Third-party payment providers may impose their own terms, fees, limits, exchange rates, verification requirements, settlement delays or refund restrictions.

6.5. Setup fees, installation fees, one-time fees, custom configuration fees, special programming fees, PROMO setup fees and paid licences are non-refundable unless otherwise required by law.

6.6. The Company may change prices at any time. For active paid subscriptions, price changes may apply from the next renewal period unless immediate change is required due to supplier cost, tax, legal or currency changes.

6.7. The Client is responsible for any applicable taxes, duties, withholding taxes, VAT, sales taxes, currency conversion charges, bank charges or payment provider fees.

6.8. UAE VAT may apply where required by UAE tax law.

6.9. If the Client's account becomes overdue, the Company may suspend or terminate Services and may charge additional fees for reactivation, recovery, chargebacks, collection or administrative work. We will normally remind the Client before taking such steps.

6.10. Chargebacks, payment disputes, unauthorised payment claims or payment fraud may result in immediate suspension or termination of the Client's account and Services.

6.11. Payments may be accepted, collected and processed on behalf of the Company by H2NEXUS LTD, a company incorporated in England and Wales under company number 15222392, with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, acting as the Company's authorised billing and payment collection agent, or by other authorised affiliates of the Company. Payment made in full by the Client to H2NEXUS LTD or another authorised affiliate discharges the Client's payment obligation to the Company to the same extent as payment made directly to the Company. The Client's bank or card statement descriptor may reference H2NEXUS LTD. The Services are provided solely by the Company, and these Terms, including governing law and dispute provisions, continue to apply regardless of which entity collects the payment. Refunds of payments collected by an authorised affiliate may be issued by that affiliate on behalf of the Company.

7. Refund Policy#

7.1. The Company aims to handle refund requests fairly and may issue refunds at its discretion, subject to these Terms and applicable law.

7.2. Refunds may be refused in the following cases:

1. more than 24 hours have passed since Service activation;
2. the Service has consumed significant resources, including traffic, IP addresses, storage, licences, paid supplier resources or support time;
3. the Service was used for abuse, spam, attacks, scanning, fraud, malware, phishing, illegal content, proxy abuse or other prohibited activity;
4. the Service received abuse complaints, law enforcement requests, network complaints or supplier complaints;
5. assigned IP addresses were blocked, blacklisted, rate-limited, delisted at cost, damaged in reputation or restricted by third parties;
6. the Client ordered multiple Services, consumed resources and then requested a refund;
7. cryptocurrency mining or other resource-intensive activity was detected;
8. the Service is a daily rental, trial, PROMO plan, custom order, special offer or non-refundable product;
9. the Client provided false, incomplete or unverifiable information;
10. refund would violate AML, sanctions, payment processor, banking or legal requirements.

7.3. Refunds are normally made to the original payment method.

7.4. If refund to the original method is impossible, the Company may request additional verification before using an alternative method.

7.5. Transaction fees, bank fees, blockchain fees, payment processor commissions, chargeback costs and currency conversion costs may be deducted from the refund amount.

7.6. Refunds are normally processed within 7 business days after approval, but bank, card, crypto or payment processor timelines may apply.

7.7. Withdrawal of account balance may require extended KYC/KYB verification and may be refused if the funds are linked to suspicious, fraudulent, sanctioned or abusive activity.

8. Acceptable Use Policy#

8.1. The Client must use the Services only for lawful, safe and legitimate purposes.

8.2. The Client must comply with UAE law, applicable international law, intellectual property laws, sanctions rules, data protection laws, anti-spam rules and any laws applicable in the Client's own jurisdiction.

8.3. Prohibited activities include, but are not limited to:

1. DDoS, DoS, amplification, reflection or stress-test attacks;
2. botnet command-and-control, malware, ransomware or exploit hosting;
3. phishing, credential theft, fake login pages or social engineering;
4. spam, unsolicited bulk email, snowshoe spam or email reputation abuse;
5. IP spoofing, unauthorised proxy relays, open proxy abuse, VPN abuse or traffic laundering;
6. unauthorised scanning, brute-force attacks, vulnerability exploitation or penetration testing against third parties;
7. hosting or distributing stolen data, leaked databases, credentials, carding tools or fraud kits;
8. illegal marketplaces, scam projects, pyramid schemes or fraudulent investment activity;
9. cryptocurrency mining unless expressly permitted in writing;
10. activities that damage IP reputation, network stability, suppliers, data centres or other Clients;
11. circumvention of the Company's limits, billing, anti-abuse systems, rate limits or technical controls.

8.4. Prohibited content includes, but is not limited to:

1. child sexual abuse material or any exploitation of minors;
2. terrorist, extremist or violent content;
3. hate speech or incitement to violence;
4. content violating UAE public order, morality, national security, religious respect or social cohesion;
5. fraudulent, misleading or deceptive content;
6. defamatory, privacy-violating or unlawfully obtained content;
7. copyright, trademark or intellectual property infringement;
8. content that promotes illegal drugs, weapons, trafficking, fraud or other unlawful activity;
9. content that is illegal in the UAE or in the jurisdiction where the Service is used, advertised or targeted.

8.5. The Company may suspend, filter, null-route, rate-limit, isolate or terminate Services where prohibited use is detected or reasonably suspected.

8.6. The Company may cooperate with law enforcement, regulators, upstream providers, data centres, security organisations, payment processors and affected third parties in abuse investigations.

9. Anti-Spam Policy#

9.1. The Client may not use the Services to send unsolicited bulk email, spam, phishing emails, malware emails, scam emails or emails that violate applicable law or industry standards.

9.2. The Client may not operate open mail relays, open proxies or compromised systems used for spam.

9.3. The Client is responsible for maintaining SPF, DKIM, DMARC, reverse DNS, proper mailing lists, unsubscribe mechanisms and complaint handling where applicable.

9.4. The Company may suspend or restrict email traffic, port 25, affected IP addresses or entire Services if spam or mail abuse is detected.

9.5. Repeated mail abuse may result in termination without refund.

9.6. By default, outbound mail ports (25, 465 and 587) are blocked to protect IP reputation and prevent spam. They can be unblocked only on request, by opening a support ticket in the Client Area describing the intended use.

10. Client Content and Responsibility#

10.1. The Client is solely responsible for all content, software, data, applications, files, databases, websites, services, traffic and activity hosted, transmitted or generated through the Client's Services.

10.2. This responsibility includes activity by the Client's employees, contractors, customers, end users, resellers, downstream users and anyone who accesses the Client's Services.

10.3. The Company does not actively pre-screen or approve Client content.

10.4. The Company may inspect, access, preserve, copy or disclose relevant data, logs, traffic metadata, disk images, configuration or content where reasonably necessary to investigate abuse, comply with law, prevent harm, protect infrastructure, respond to legal requests or enforce these Terms.

10.5. The Client represents that the Client has all rights, permissions and legal basis required to host, store, process, transmit or make available the Client's content.

10.6. The Client retains ownership of the Client's content. The Client grants the Company a limited, worldwide, non-exclusive licence to host, copy, transmit, process, backup and otherwise handle the Client's content solely as necessary to provide, secure and operate the Services.

10.7. Publicly available content is made available at the Client's own risk.

10.8. The Company is not responsible for claims arising from the Client's content or the content of the Client's end users.

11. Intellectual Property#

11.1. The Company's website, brand, logo, platform, control panel elements, documentation, software, designs, know-how and other materials are owned by the Company or its licensors.

11.2. The Client may not copy, modify, reverse engineer, resell, exploit or misuse the Company's materials except as expressly permitted.

11.3. The Company does not permit copyright, trademark or intellectual property infringement.

11.4. The Company may remove, restrict or disable access to infringing content or Services without compensation.

11.5. The Client is responsible for licensing of any third-party software installed by the Client or the Client's users.

12. Third-Party Services, Software and Licences#

12.1. The Client may use third-party software, operating systems, panels, applications, licences or services with the Company's Services.

12.2. The Client is solely responsible for complying with third-party licence terms.

12.3. The Company is not responsible for third-party software, third-party services, third-party outages, licence violations, vulnerabilities, price changes or support limitations.

12.4. If a third-party provider, vendor, licensor, data centre or upstream supplier requires suspension or termination due to non-compliance, the Company may suspend or terminate affected Services without refund.

12.5. Where contractually or legally required, the Company may share relevant Client data with the applicable third-party provider, supplier, licensor, authority or payment processor.

12.6. If Bring Your Own Licence BYOL is used, the Client is fully responsible for licence validity and compliance.

13. Backups and Data Loss#

13.1. The Client uses the Services at the Client's own risk; that said, the Company maintains its infrastructure with care and takes reasonable measures to keep the Services running and the Client's data safe.

13.2. The Client is solely responsible for maintaining independent backups of the Client's content, systems, databases, configurations and data.

13.3. Unless expressly included in a specific paid product, the Company does not guarantee backups.

13.4. Any backup, snapshot or recovery feature provided by the Company is provided on a best-effort basis and may fail, be incomplete, be outdated or be unavailable.

13.5. While the Company works to protect the Client's data, it cannot be held liable for data loss, corruption, deletion, failed backup, failed restore, malware infection, accidental deletion, compromise or expiry-related deletion, so the Client should always keep independent backups.

14. Resource Usage, Bandwidth and Fair Use#

14.1. Services may be subject to CPU, RAM, disk, IOPS, network, traffic, packet-rate, connection-rate, abuse and fair usage limits.

14.2. Unlimited traffic does not mean dedicated guaranteed bandwidth, unlimited packet rate, unlimited abuse tolerance or permission to negatively affect other Clients.

14.3. The Company may limit, shape, rate-limit, suspend or migrate Services that excessively consume resources or negatively affect other Clients, nodes, storage, network stability, suppliers or IP reputation.

14.4. Standard shared-port fair usage may include:

1. ↑ ↓ up to 500 Mbit/s average traffic, approximately 162 TB per 30 days; or
2. ↑ ↓ up to 100 Mbit/s average traffic, approximately 33 TB per 30 days.

14.5. PROMO, free, trial, special-offer or low-cost Services may be subject to stricter limits, including:

1. ↑ ↓ up to 100 Mbit/s, approximately 33 TB per 30 days; or
2. ↑ ↓ up to 10 Mbit/s, approximately 3.2 TB per 30 days.

14.6. Guaranteed bandwidth is available only where expressly purchased or agreed.

14.7. The Company may charge overage fees or require an upgrade where usage exceeds the purchased plan or causes operational impact.

15. Service Suspension and Termination#

15.1. The Company may suspend, restrict, null-route, isolate, migrate, terminate or delete Services — immediately where necessary to prevent harm, or otherwise with reasonable notice and an opportunity to remedy — if:

1. the Client breaches these Terms or any policy;
2. the Client fails to pay fees when due;
3. the Client provides false or unverifiable data;
4. abuse, spam, attacks, malware, phishing, illegal content or prohibited activity is detected or suspected;
5. the Client or the Client's end users violate applicable law;
6. the Client damages or risks damaging the Company's infrastructure, IP reputation, suppliers, data centres, other Clients or third parties;
7. the Client is subject to sanctions or high-risk compliance flags;
8. required by law, court, regulator, law enforcement, supplier, payment provider or data centre;
9. the Client behaves abusively, threateningly or unlawfully towards staff or representatives.

15.2. The Company may terminate Services without cause by giving 30 days’ notice. In such case, the Company may provide a pro-rata refund for unused prepaid time, excluding setup fees, licences, consumed resources and non-refundable supplier costs.

15.3. If termination occurs due to breach, abuse, fraud, non-payment or prohibited use, no refund is due.

15.4. Upon termination, the Client's access to the Services ends immediately or at the end of the paid term, depending on the reason for termination.

15.5. The Company may retain copies of data, logs and records for legal, security, accounting, archival or abuse-prevention purposes, but has no obligation to preserve active service data after termination.

16. SLA and Uptime#

16.1. The Company aims to provide 99.9% monthly uptime for eligible paid Services.

16.2. SLA compensation, where applicable, may be provided as service credit or additional service time.

16.3. Compensation is calculated for each full 24 hours of continuous eligible downtime and may be provided as double the duration of the outage.

16.4. Total SLA compensation shall not exceed the base monthly fee of the affected Service.

16.5. SLA does not apply to:

1. PROMO, free, trial, beta, daily rental or special-offer Services;
2. scheduled maintenance;
3. emergency maintenance;
4. DDoS attacks, abuse filtering, null-routing or mitigation;
5. force majeure events;
6. third-party, upstream, data centre or supplier outages outside the Company's direct control;
7. Client-side misconfiguration, firewall rules, operating system issues, software errors or compromise;
8. suspension caused by breach, abuse, non-payment or legal compliance.

16.6. SLA claims must be submitted by the Client through the Client Area within 7 days after the incident.

17. Service Commitments#

17.1. The Company is committed to providing the Services in a professional, reliable and secure manner, using commercially reasonable skill and care.

17.2. The Company works to keep the Services stable, secure and available in line with the SLA (Section 16), and to resolve any issues as quickly as possible. As with any hosting service, occasional interruptions, maintenance or errors may occur; where they do, they are handled under the SLA and these Terms.

17.3. Descriptions in marketing materials, website pages, support messages or tariff pages are provided in good faith for information; specific guarantees beyond these Terms and the SLA apply only where expressly agreed in writing.

17.4. The Client remains responsible for choosing Services that fit the Client's needs and for the Client's own software, configurations and backups.

18. Limitation of Liability#

18.1. The Company stands behind its Services and accepts responsibility for direct losses caused by its own fault in providing the Services, subject to the limits set out in this section.

18.2. To the extent permitted by law, neither party is liable for indirect, incidental, special, punitive or consequential damages, including loss of profit, revenue, business, reputation or data, data corruption or business interruption.

18.3. The Company's total liability for any claim relating to a Service is limited to the fees paid for that Service for the remaining, unused part of the current paid period at the time the claim arises (in effect, a pro-rata refund of the unused time), excluding setup fees, licences, consumed resources and non-refundable supplier costs.

18.4. The Company is not responsible for downtime, failures or losses caused by force majeure or other events outside its reasonable control (see Section 25). Nothing in these Terms limits any liability that cannot be limited under mandatory applicable law.

19. Indemnification#

19.1. The Client agrees to defend, indemnify and hold harmless the Company, its affiliates, officers, employees, contractors, suppliers and representatives from any claims, damages, losses, liabilities, penalties, costs and expenses arising from:

1. the Client's use of the Services;
2. the Client's breach of these Terms;
3. the Client's content or end-user content;
4. the Client's violation of law;
5. intellectual property infringement;
6. privacy or data protection violations;
7. abuse, spam, attacks, malware, phishing or prohibited activity;
8. claims by the Client's customers, end users, resellers or third parties.

19.2. The Company may control the defence of any claim subject to indemnification. The Client may not settle any claim without the Company’s prior written consent.

20. Electronic Communications#

20.1. The Client consents to receive notices, invoices, warnings, abuse reports, legal notices, service notices and other communications electronically.

20.2. Communications may be sent by email, Client Area ticket, control panel notification, Telegram support account or website notice.

20.3. The Client is responsible for maintaining a valid email address and checking Client Area notifications.

20.4. A notice sent to the Client's registered email address or Client Area is treated as delivered, so the Client should keep contact details up to date and check the Client Area regularly.

20.5. Electronic communications may satisfy any requirement for written notice where permitted by law.

21. Sanctions, Export Controls and Compliance#

21.1. The Client must not use the Services in violation of UAE sanctions, United Nations sanctions, applicable export controls or any mandatory restrictions.

21.2. The Client must not provide access to the Services to sanctioned persons, entities or jurisdictions.

21.3. The Company may refuse, suspend or terminate Services if the Client, the Client's beneficial owner, payment method, activity, destination or end user appears sanctioned, restricted, fraudulent or high-risk.

21.4. The Company may request information from the Client to verify compliance with sanctions, AML, fraud prevention and legal requirements.

22. Reselling and End Users#

22.1. The Client may resell the Services or provide access to them to third parties.

22.2. If the Client resells or provides access to the Services to third parties, the Client remains responsible for all activity of the Client's customers, users and downstream users.

22.3. The Client must ensure that the Client's end users comply with these Terms and applicable law.

22.4. The Company may suspend or terminate Services due to abuse or breach by the Client's end users.

23. Referral and Rewards Programmes#

23.1. The Company may offer referral, affiliate, reseller or rewards programmes.

23.2. Participation may require separate terms or written approval.

23.3. The Company may modify, suspend or terminate any referral, reseller or rewards programme at any time.

23.4. Rewards, credits and bonuses have no cash value unless expressly stated.

23.5. Fraud, self-referrals, multi-accounting, abuse or chargebacks may result in cancellation of rewards and account suspension.

24. Abuse Reports#

24.1. Abuse reports must be sent to abuse@h2.nexus or submitted through my.h2.nexus.

24.2. Abuse reports should include the affected IP address, timestamp with timezone, logs, evidence, source/destination ports, protocol and a clear description.

24.3. Reports containing only a domain name may not be processed because the Company is an infrastructure provider and may not track which domains are used by Clients.

24.4. Fake, spam, abusive, incomplete or irrelevant reports may be ignored.

24.5. The Company follows the principle of presumption of innocence where possible, but may take immediate protective action if required to prevent harm, comply with law or protect infrastructure.

25. Force Majeure#

25.1. The Company is not liable for failure or delay caused by circumstances outside its reasonable control.

25.2. Force majeure includes natural disasters, war, terrorism, civil unrest, government action, sanctions, regulatory restrictions, data centre incidents, power failure, upstream failure, fibre cuts, hardware shortages, labour shortages, DDoS attacks, cyberattacks, software vulnerabilities, payment provider failures, pandemics and other events beyond reasonable control.

26. Governing Law and Disputes#

26.1. These Terms are governed by the laws of the United Arab Emirates.

26.2. The parties shall first attempt to resolve disputes through good-faith communication via official support channels.

26.3. Unless otherwise required by mandatory law or agreed in writing, disputes shall be subject to the competent courts of the United Arab Emirates and/or the competent courts of the Emirate or free zone where the Company is registered.

26.4. Claims must be brought individually. Class, collective or representative claims are not permitted to the maximum extent allowed by applicable law.

27. General Provisions#

27.1. These Terms constitute the entire agreement between the Client and the Company regarding the Services.

27.2. If any provision is found invalid or unenforceable, the remaining provisions remain valid.

27.3. Failure by the Company to enforce any right does not waive that right.

27.4. The Client may not assign the Client's rights or obligations without prior written consent from the Company.

27.5. The Company may assign these Terms, transfer rights, transfer infrastructure or subcontract obligations without the Client's consent where necessary for business, legal or operational reasons.

27.6. The Company is an independent contractor. Nothing creates a partnership, agency, employment or joint venture relationship.