Terms of service

Definitions

When we use the term, “support system”, “support ticket”, “support team” or “our support”. Then we are referring to our support tickets. You may create a ticket here: https://dragonnode.net/billing/supporttickets.php

The terms “DN”, “DragonNode”, “Us” and “We” are referring to us (DragonNode).

The terms “You”, “Client” and “Customer” are referring to you.

The term “unreasonable” is what we consider a reasonable amount. Since this isn’t a static number, and often depends on a number of both internal and external factors. An “unreasonable” amount is at our discretion.

The term “legal” is referring to what is legal in Great Britain, the United states and the county you reside in.

Terms of service

  1. Refunds

    1. Refunds are available for those who have purchased their service within 24 hours of requesting a refund. (The time of purchase is when your payment reaches our account) Refunds may be requested via our support system (This applies to web hosting, Minecraft hosting, VPS and other game server hosting) (This refund policy doesn’t apply to dedicated servers or any other services). This refund would be issued without question. Refunds also don’t apply if another section of the TOS states that you aren’t entitled to one.

    2. If you require a refund after the 24-hour time span, then you may request one via out support system. You must provide a legitimate reason when doing so and we reserve the right to decline your request for a refund. If we feel your reason doesn’t justify one.

    3. Add-on’s, these include server setups, banners, builds, dedicated IP’s etc. Then those purchases are final therefore not eligible for a refund.

    4. Any setup fees that may have applied to your service are also final, therefore not refundable.

    5. If a gift code or promotional code is used when purchasing you may not be entitled to a refund. If you’re unsure if the service you are purchasing is eligible for a refund when a promotional code is used, please contact our support.

    6. If you’ve violated any of our TOS or your service is suspended, then you’re not entitled to a refund under, even if the TOS previously state that you are.

    7. If we feel you are abusing our refund policy in any way. This includes but is not limited to, purchasing services, then requesting refunds for them repeatedly.

    8. Refunds may also in some cases be credit, that can be used as to pay for services that you have with us.

    9. Any of the TOS relating to refunds do not affect your customer, human or statutory rights

  2. Disputes

    1. Any attempt to regain your funds without our authorisation. This includes but is not limited to chargebacks and disputes through your bank. Then your service will be suspended, and any access revoked. If you require a refund. Contact our support.

    2. We are not accountable under any circumstances for any downtime or further problems that you have with your service. This includes but is not limited to, fees, legal problems, loss of income or any other problems that were either directly or indirectly caused by any action we took, due to an attempt made to regain your funds without our authorisation.

    3. You as the customer are held responsible for the payment of your service. If your payment is disputed by anyone or anything other than yourself, then you are still held liable for this.

    4. Any transactions that we consider fraudulent will be dealt with. Resulting in the suspension/termination of your service as well as any access that you might have said service, revoked.

    5. We reserve the right to blacklist you if you have violated any of our TOS relating to payments. This would result in you no longer been able or allowed to purchase anything from us. We may cancel, suspend, revoke or terminate any service you have with us. If we find you have been previously blacklisted.

      1. You may contact our support requesting to be blacklisted. We do reserve the right to decline your request. Additionally, you may only make 1 request every 30 days.

    6. We may also ask you for proof of identification if we feel necessary. We may suspend or delay delivering your service until you provide identification and we have had up to 48 hours to check it. We also reserve the right to cancel your service, with or without refund if the identification is either not provided or sufficient. Your service could also be suspended without reason if we feel there are any other problems with your ID. You have up to 7 days, to provide it.

    7. If you have in some way disputed your payment by accident, the standard actions would be taken. (Your service will be suspended, and any access revoked). However, you may contact our support about the situation. We will then try and sort the situation. This may involve you resending the disputed payment and/or paying a reactivation fee. The amount of said reactivation fee would be at our discretion. You would be given up to 7 days to comply, familiar to do so, would result in the service been permanently terminated, and the possibility of been blacklisted.

    8. Services on the same account may also be suspended, if we feel necessary, as a direct or indirect result, of the payment been disputed in any way.

    9. If we have cancelled your service by mistake or made any other error on our part, then we will reactivate your service if possible, and give you a full or partial refund. The amount would be at our discretion.

      1. The amount may also be given in the form of credit, which can be used to pay for services you have with us.

    10. If your service was suspended, cancelled or terminated due to a dispute over the payment then we are not obliged to provide any files, databases or other data you have stored on whichever service you have/had with it.

    11. Any of the TOS relating to disputes do not affect your customer, human or statutory rights.

  3. Billing, Invoices and Cancellations

    1. All invoices must be paid on time. Failure to pay an invoice would result in the termination/suspension of that service.

      1. After the suspension, you have up to 7 days to pay the invoice before your service will be permanently deleted. This would result in the strong possibility of any data you have on the service you have with us been removed.

    2. emails will be sent however in the event of you not receiving an email (This can be due to a problem on either your or our end) it is still your responsibility to be aware of and pay them. You can check due dates by clicking the billing tab on the navigation bar.

    3. You may cancel your service at any time. For assistance with this contact our support. You may also request an immediate cancellation, which will result in your service been cancelled as soon as possible, rather than at the end of your billing period.

    4. If you fail to pay your invoice on time and your service is suspended, you may be required to pay a reactivation fee. The fee will be at our discretion. However will be capped at £25, $30 or 30 euros. The fee will be significantly less for most services and for some may not even apply at all.

    5. When ordering a service, there is a small chance we will be out of stock. If this happens you will be entitled to a full refund or an alternative service. You as the customer have the right to decline an alternative service and request a refund. This only applies if you have not used the alternative service or have been using it for less than 24 hours. Any longer than that, you may still contact our support. However, a refund will only be issued if we agree to do so.

    6. All billing times and dates and times are in GMT unless stated otherwise.

    7. If you have ordered and have paid via an automated mean, and you forget to cancel your service. You have up to 24 hours to contact us and request a late cancellation. We do reserve the right to decline your request for a refund. However, with most services, we will be happy to issue you with one. If you request a refund outside the 24-hour time span, you are less likely to receive one. However, under some circumstances, we may issue you with one.

    8. If an automatic payment fails, then it is your responsibility. If you are having any problems, contact our support.

    9. You are responsible for keeping your billing information both correct and up-to-date.

    10. If you have any outstanding fees on your account, you may have to pay those before been able to pay for any other service you have with us.

    11. Promotional codes may be removed at any time. Any promotions can also be ended at any time. (The removal/ending of a promotion, won’t affect any service you have already paid for).

    12. We may apply an additional fee if your service is using an unreasonable amount of server resources (See section 4). This fee will be discussed and agreed upon by you and our support team.

    13. We reserve the right to cancel your service at any time if it violates our TOS. This may also affect other services on your account.

    14. If you are having any difficulty paying or finding your invoices. Contact our support for assistance.

    15. Any form of impersonation of lying about your identity is forbidden.

    16. Any of the TOS relating to billing do not affect your customer, human or statutory rights.

  4. Fair use

    1. Since a number of our services are hosted on shared nodes. Where the hardware isn’t dedicated to you. You and a number of other clients will be sharing the server’s resources. To ensure that all clients using this type of service get their fair share, we have the following guidelines/limitations.

    2. We passively monitor the CPU usage of each service. If we feel a service you have with us, is using a large percentage or an amount we consider unreasonable. (Which is at our discretion). We can either suspend your service (Often temporarily) or try to assist you in lowering the amount of CPU your service is using. You may or may not be entitled to a refund (Dedicated servers are exempt from this. Since the resources they have available are dedicated to you).

    3. RAM limitations are already applied to some services. However, some, for example, web hosting, don’t have a set amount that you can use. Depending on the current load of the node we will generally ignore high RAM usage. Unless it starts to take resources that are needed by other clients. We can either suspend your service (Often temporarily) or try to assist you in lowering the amount of RAM your service is using. You may or may not be entitled to a refund (Dedicated servers are exempt from this. Since the resources they have available are dedicated to you).

    4. Storage space is limited in most services. However, you do have the option to switch to HDD storage for your game servers. This gives you “unlimited” storage. Whenever throughout the site, we use the term unlimited. We do still apply some fair use limitations. Since very few clients will be using it. You may be fine using up to and over 100GB. However, that amount does vary and will do still reserve the right to impose a limit on that. We can either suspend your service (Often temporarily) or try to assist you in lowering the amount of storage your service is using (If you are using SSD storage, you may be provided with the option to switch to HDD). You may or may not be entitled to a refund (Dedicated servers are exempt from this. Since the resources they have available are dedicated to you). If your service is labelled with a set amount of storage space. Then these limitations don’t apply either.

    5. Bandwidth is also limited. We keep an eye on how much bandwidth your service is using. Our nodes are generally equipped with high-speed connections and large bandwidth allowances. However, it’s not unlimited, therefore that has to be passed on to you as the customer. Most people won’t use enough bandwidth to be flagged up on our system. But for those that are we can either suspend your service (Often temporarily) or try to assist you in lowering the amount of bandwidth your service is using. You may or may not be entitled to a refund (Dedicated servers are exempt from this. Since the resources they have available are dedicated to you).

    6. There are some other lesser known resources we monitor. These include but aren’t limited to storage IO. If we detect your service is using an unreasonable amount of any resource. Then we can either suspend your service (Often temporarily) or try to assist you in lowering the amount of the resource your service is using. You may or may not be entitled to a refund (Dedicated servers are exempt from this. Since the resources they have available are dedicated to you). Unless a limit is stated in the services description when purchasing.

  5. Data retention

    1. Our services use either RAID 1, RAID 5, RAID 6 or RAID 10. (With the exception of dedicated servers, they may not use RAID, or use a different RAID type. Check your services description or contact our support to find out if your dedicated server is using RAID) Additionally services using HDD’s opposed to SSD’s also aren’t using RAID.

    2. In the unlikely event of a drive failure. We will attempt to replace the drive with a new one, as soon as we can. However, if you are using a service that doesn’t utilise a RAID type with redundancy (RAID 1, 5, 6 and 10 all do) then there is a strong possibility your data could be lost. Even with RAID your data isn’t completely protected against a drive failure. If multiple drives in the array were to fail simultaneously or before the failed drive were able to be replaced. There is a chance you could still lose your data. By using our services, you acknowledge this.

    3. We aim to take backups each day, however, there are some possible factors that will prevent this from happening. It is your responsibility to the client to take your own backups, and not depend on the backups we take.

      1. If your service is slowing down the backup process by what we consider an unreasonable amount of time (This depends on the circumstances, therefore is at our discretion). This includes but is not limited to large amounts of disk space usage, and large quantities of files. (For Minecraft hosting, the plugin Dynmap is an example of this, and could lead to your service not been backed up. Make sure in the plugins configuration to change the storage type to an SQLite database. Then you will likely be okay. Unless the file size exceeds a reasonable amount, as stated previously). We reserve the right to remove your service from our backup system, with or without letting you know. We may also contact you about the issue and attempt to assist you with lowering a number of files or disk space usage. (The disk space usage, only applies to unlimited plans. If you have purchased a service that allows you to use a set amount of space, then you’re excluded from this, however still under the restrictions of the number of files you have on your service). Often quantities of up to and over 50,000 are fine. However, the exact amount is still at our discretion.

    4. We reserve the right to delete any data or file we feel necessary. With or without prior warning. This includes the removal of large log files, however, is not limited to this.

    5. Even after the cancellation, termination, suspension or deletion of your service. We may still keep hold of your data, either intentionally or unintentionally. This could include your files/data remaining on the backup drive but is not limited to this.

    6. We reserve the right to pass on your data to the appropriate authorities if we feel necessary.

    7. We are not accountable under any circumstances for any downtime or further problems that you have with your service. This includes but is not limited to, fees, legal problems, loss of income or any other problems that were either directly or indirectly caused by the loss or retention of data.

    1. System security

    2. We try to ensure that our services and system is as secure as we can. However, no company no matter how large is completely immune to hacking or exploiting. For this reason, we take no responsibility for any theft of information or data. We also take no responsibility for what might happen to it. However, we will do what we can to help if this was to happen. The exact action we would take is circumstantial, therefore at our discretion.

    3. It is your responsibility to ensure that no sensitive data/information or data/information you don’t want to be made public is kept safe. This can be done via encryption or not storing data/information of that nature on our services.

    4. We are not accountable under any circumstances for any downtime or further problems that you have with your service. This includes but is not limited to, fees, legal problems, loss of income or any other problems that were either directly or indirectly caused by any problems relating to the security of our systems.

    1. Uptime

    2. We strive to ensure the uptime for your service is as high as possible. However, just like any service that involves servers, there is the possibility of a hardware problem/failure. In the event of this, we will try to recover and bring your service back online as soon as possible.

    3. It is possible for our service to have networking related problems. This includes but is not limited to, DDoS attacks or loss of network connectivity. If you are having any network related problems, contact our support and we will attempt to have them resolved as soon as possible.

    4. There is a strong possibility that we will need to perform maintenance multiple times a year. Because of this, we don’t take any responsibility for any problems caused by downtime. We will attempt to inform you of downtime in advance, either via email, via our customer panel or via out twitter. You are responsible for checking these. If you are unsure where to find this information. Contact our support for assistance.

    5. We also may be required to perform maintenance without any prior warning. This could be due to a problem that can’t wait to be fixed and/or needs to be fixed immediately, however, there are other reasons which would require us to do this. Whether the reason for performing maintenance (Which will involve downtime) justifies doing so without informing you as the customer, is at our discretion.

    6. We are not accountable under any circumstances for any downtime or further problems that you have with your service. This includes but is not limited to, fees, legal problems, loss of income or any other problems that were either directly or indirectly caused by any uptime/downtime related problems.

    1. Acceptable use

    2. You may not use any of our services or products (including dedicated servers unless explicitly stated otherwise). For any of the reasons stated in section 8. The result of violating any of these terms will result in the suspension of your service, with or without a refund.

    3. Pornographic material is forbidden on all of our services, with the exception of our dedicated servers. You may host pornographic material on our dedicated services, as long as it remains legal.

    4. Any form of spamming is also forbidden. (What is considered spamming is at our discretion). This includes but is not limited to bots and email spamming tools. Mass mailing can be considered acceptable, however, that too is at our discretion. If you are unsure contact our support.

    5. Anything relating to gambling is forbidden. If you are using one of our dedicated services, we may grant you explicit permission to bypass this term. To enquire about this, contact our support.

    6. Anything that may be considered threatening or offensive is forbidden. What we consider offensive is at our discretion.

    7. You may not use the service you have with us as a proxy of any kind.

    8. It is forbidden to store, host or distribute and kind of virus or malware.

    9. You may not use any of our services to intentionally or unintentionally to attack, interrupt or cause any problems with any other service with us or with someone else. This includes but is not limited to DDoS attacks and stealing other clients data.

    10. Anything relating to fraud or phishing is forbidden.

    11. Any material protected by copyright or the property of others that you do not have the authorisation to use.

    12. Deliberately causing problems with other client’s services is also forbidden.

    13. Anything illegal in Great Britain, the United states and the country you reside in is forbidden.

    1. Staff

    2. Our staff are here to help you as much as possible. However, as the client, it is up to you to treat them with respect. Failure to do so may result in your accounts access to the support system and live chat been limited. Extreme cases may lead to the suspension of your service.

    3. We are not responsible for the actions of our staff. The information given by our staff may also be incorrect. If you require confirmation or feel a staff member is misinforming you as the customer. You can contact me directly via email, [email protected]

    4. If you have any problems with any members of our staff team you have the right to contact me directly. By emailing [email protected] if I feel your complaint is legitimate I will take the appropriate action.

  6. Sponsorships

    1. A sponsorship is where we have given you access to our services free of charge. All other terms also apply however sponsorships are also subjected to some additional terms.

    2. Services under a sponsorship must be used. If we notice the service is not being used, we reserve the right to suspend, terminate or delete it.

    3. We may suspend, terminate or delete your service at any time, with or without prior warning. We will do what we can to return your data/files. However, this isn’t guaranteed.

    1. Liability

    2. Under absolutely no circumstances shall DragonNode, or any of our staff be held accountable for any data loss, disruption, delay, loss of money or legal problems you may face.

    3. You agree to indemnity DragonNode, all of its staff members and anyone or anything associated with us in any way.

    1. Changes in TOS

    2. We reserve the right to change our TOS at any time. You are responsible for checking this page to see if it has been updated. We will also attempt to inform you via email of any changes to our TOS. It is up to you to ensure that the email we have for you is up to date.

    1. Acceptance of TOS for software and services we use.

    2. Blesta: https://docs.blesta.com/display/support/End+User+License+Agreement/

    3. Minecraft: https://account.mojang.com/documents/minecraft_eula

    4. Multicraft: https://www.multicraft.org/eula.txt

We are not associated with Mojang or WHMCS.

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