Terms of Service

1. Services Provided

Packetra provides web hosting services including Shared Hosting, WordPress Hosting, and Cloud VPS. We operate servers in privacy-friendly jurisdictions, currently in Finland with expansion to additional locations. All services are designed with privacy at their core.

2. Account Registration

When signing up, you must provide:

A valid email address (not hosted on domains you're registering with us)
Contact Information (Optional, otherwise default information is set)
A secure password

You are responsible for:

Keeping your contact information current
Maintaining the security of your account credentials
All activity that occurs under your account

IMPORTANT: Providing false information, throw-away information may lead to account issues. If there is no way to recover the account, your data may be lost.

3. Acceptable Use Policy

While we support freedom of expression and privacy, all content must comply with applicable laws in the jurisdictions where we operate.

Strictly Prohibited:

The following will result in immediate suspension or termination:

Child exploitation material - Zero tolerance, violations reported to authorities
Phishing or fraud - Credential theft, scam websites, fake payment pages
Malware distribution - Viruses, trojans, or malicious software
Stolen data - Credit card numbers, hacked databases, leaked credentials
Terrorist content - Material supporting or promoting terrorism
Copyright infringement - Hosting pirated content, warez, or illegal file sharing
Spam operations - Bulk email sending, email harvesting, spamvertised sites

Resource Abuse:

Your account must not:

Run cryptocurrency mining operations
Run Stresstesting services
Host file storage or backup services (personal sites only)

Legal Compliance:

We comply with valid court orders from the respective jurisdiction courts where you are hosted. We do not make legal judgments ourselves - we rely on the judicial system to determine what constitutes illegal content.

Questions? Contact abuse@packetra.com if you're unsure about your content.

4. Payment & Billing

Payment Terms:

All services must be paid in advance
Services automatically renew unless cancelled
Payment methods: Cryptocurrencies (We plan on introducing fiat currencies in the near future)
Longer billing cycles (annual, semi-annual) receive automatic discounts

Late Payments:

7-day grace period after invoice due date
€9.90 late fee may be applied after grace period
Account suspended until balance paid
Files may be deleted after certain time of non-payment depending on service type.

Your Responsibility: Keep your payment method current and ensure invoices are paid on time. We are not responsible for failed auto-renewals due to expired payment methods.

5. Cancellation & Refunds

How to Cancel:

Submit cancellation requests through your client portal.

Warning: All files, emails, and data are permanently deleted upon cancellation and termination. This may be irreversible depending on service.

30-Day Money-Back Guarantee:

First-time Shared and WordPress Hosting customers receive a full refund if cancelled within 30 days of initial signup.

Guarantee excludes:

Domain registrations (all sales final)
SSL certificates
Renewal payments (first purchase only)
Services cancelled for TOS violations

Non-refundable payment methods:

Cryptocurrency (issued as account credit)

Refunds/Credits are processed within 2-4 business days. Transaction fees deducted from refund amount.

6. Domain Registration

6.1 Domain Renewals:

You are responsible for renewing domains before expiration
Renewal reminders sent via email to the account holder
Expired domains may incur redemption fees or be deleted depending on domain extension
We are not liable for lost domains due to non-payment

6.2 No Refunds:

All domain registrations and renewals are final. No refunds or cancellations after registration.

6.3 Domain Transfers:

We accept domain transfers from other registrars. Requirements vary by extension.

6.4 ICANN Requirements:

All domains must have accurate registation as per ICANN rules, ICANN may at any given moment ask for validation of domain ownership. Domains are privacy to a degree, hiding from public.

6.5 Domain Registration Services:

Packetra uses Namecheap as our domain registrar partner. This choice is made by the fact they are leading registrar committed to online privacy protection, they are commited to protect the customer to the best of their ability, they offer whois privacy protection and share the values we have for our clients.

7. Backups & Data Loss

While we perform regular backups as a courtesy, YOU are ultimately responsible for your data.

Our Backup Policy:

Shared/WordPress: Backups taken every 48 hours
Multiple backup copies retained
Restoration may incur fees
No guarantee of backup availability or integrity

Why You Need Your Own Backups:

Our backups can fail due to hardware issues, corruption, or catastrophic events. They're a safety net, not a replacement for your own backup strategy.

Critical: We are not liable for any data loss, even if our backup systems fail. Always maintain your own independent, off-site backups of critical data.

8. Service Guarantees

Uptime Measurement:

Uptime is based on server availability and web service responsiveness, not individual website or application performance.

Requesting Credits:

If we fail to meet our uptime guarantee, contact support with downtime details for credit consideration. Final approval of any crediting is at the discretion of Packetra

What's Covered:

Our 99.9% uptime guarantee applies to Shared and WordPress hosting only. Any other hosting service may have a different uptime guarantee.

Excluded from Guarantee:

Scheduled maintenance
Issues caused by your scripts/software
DDoS attacks
Force majeure events
Third-party service failures

9. Resource Limits & Bandwidth

Each plan includes:

Monthly bandwidth allocation
Disk space limit
Other resources as specified in your plan

If you exceed limits:

Your account will be automatically throttled to prevent impact on other users
Service may be temporarily limited until resource usage returns to normal
Persistent high usage may require upgrading to a higher-tier plan

Fair Usage: We use CloudLinux LVE technology to ensure each account gets its fair share of resources without affecting other customers.

10. Email Services

Email accounts included with hosting are for legitimate correspondence only.

Prohibited:

Sending spam or bulk unsolicited email
Email harvesting or list building
Using hosting to advertise sites via spam

Anti-Spam: Accounts found sending spam will be immediately terminated for violation of our TOS.

11. Security & Account Access

Your Responsibilities:

Maintain secure login credentials
Don't share your account password
Enable two-factor authentication (recommended)

Our Protection:

We use ConfigServer Security & Firewall (CSF) which provides advanced protection including brute-force detection, login failure blocking, and automated threat response to help keep your account safe.

Important: You remain responsible for all activity under your account, including any unauthorized access resulting from compromised or shared credentials.

12. Privacy & Data Disclosure

We respect your privacy and do not share customer information for marketing purposes.

Service Providers:

Services offered under this brand are provided by one or more affiliated entities. The applicable service provider is identified during checkout and on invoices, and may vary depending on the product purchased.

Legal Requests:

We comply with valid court orders from the respective jurisdiction courts where you are hosted. When legally permitted, we notify affected customers of such requests.

Account Verification:

Certain support requests of a sensitive or security-related nature may require verification of account ownership.

See our Privacy Policy for complete details.

13. Pricing Changes

We reserve the right to change prices at any time. Price changes don't affect your current billing period - new prices apply at renewal.

14. Service Modifications

We reserve the right to:

Modify or discontinue services
Change resource allocations
Update features
Modify these Terms

15. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

Packetra is not liable for:

Lost revenue or profits
Data loss
Service interruptions
Indirect or consequential damages
Damages exceeding amount paid for services in past 12 months

Services provided "as is" without warranties of any kind.

16. Indemnification

You agree to indemnify, defend, and hold harmless Packetra from any claims, damages, losses, or expenses (including legal fees) arising from:

Your Content - Any content you host, transmit, or store on our servers
Your Actions - Your use or misuse of our services
Security Breaches - Hacks or compromises resulting from your weak passwords, outdated software, or insecure configurations
Third-Party Claims - Copyright infringement, defamation, or other claims related to your content
Terms Violations - Your breach of these Terms of Service
Legal Issues - Any legal disputes arising from your hosted content or activities

Important: If your account is hacked due to weak security practices on your end (weak passwords, outdated scripts, vulnerable plugins), you are responsible - not us. We provide the infrastructure and security tools; you are responsible for using them properly.

17. Account Termination

We May Suspend or Terminate Accounts For:

Violation of these Terms of Service
Non-payment after grace period
Fraudulent activity or payment disputes
Hosting prohibited content (See section 3. of this document)
Activities that harm our infrastructure or other customers
Repeated abuse after warnings

Our Process:

For most violations, we'll contact you first to resolve the issue if unintentional. However, we reserve the right to immediately suspend or terminate accounts without prior notice for severe violations including:

Illegal content (child exploitation, terrorism, etc.)
Fraud or financial crimes
Ongoing attacks or abuse affecting our network
Court orders requiring immediate action

Refunds: Accounts terminated for Terms violations are not eligible for refunds. You may lose access to your account and data immediately upon termination.

18. Governing Law

These Terms are governed by the laws of the respective jurisdiction depending on your chosen server location.

Disputes shall be resolved through good-faith negotiation. If unsuccessful, disputes may be brought before courts in the applicable jurisdiction.

19. Entire Agreement

These Terms, together with our Privacy Policy, constitute the complete agreement between you and Packetra.

20. Contact

General Support: support@packetra.com
Abuse Reports: abuse@packetra.com
Client Portal: https://portal.packetra.com

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