Terms of Service

Early Access: Ultra.sh is currently in early access. Features, plans, and documentation may change as we continue to improve the service. If anything here does not match what you see, open a support ticket and let us know.

1. Who we are and how these terms work

1.1 Ultra Servers PTE. Ltd., a company registered in Singapore, operates ultra.sh. In these terms, "ultra.sh", "Ultra", "we", "us" and "our" mean that company trading as ultra.sh.

1.2 "You", "your" and "customer" mean the person or organisation that orders or uses our services. If you act for an organisation, you confirm that you have permission to enter into this agreement for it.

1.3 These terms cover ultra.sh virtual private servers (VPS) and related features, websites, accounts, control panels, documentation and support.

1.4 You accept these terms when you agree to them during registration or ordering, or pay for or renew a service. You also accept them by using a service after we have made them available to you. We accept your order when we confirm it or set up the service. If we reject an order, we will return any payment taken for that service.

1.5 You must be at least 18 years old. If the legal age for entering a binding contract where you live is higher, you must meet that age instead.

1.6 You must not order or use a service if this would break a law or binding restriction that applies. This includes sanctions and export controls that apply to you, us or the service.

1.7 Your order and the service description shown when you order set out your plan, resources, location, price, billing cycle and included features. They form part of this agreement. Those descriptions specify what you buy. They do not remove our resource guarantees or your rights that the law protects.

1.8 A separate agreement signed by our authorised representative takes priority over these terms only where it clearly says so. A data processing agreement takes priority for the personal data processing it covers.

1.9 These terms do not take away rights that the law does not allow us to limit. They do not remove responsibilities that the law requires us to accept. This includes consumer rights, data protection rights and rights to dispute payments. This protection applies throughout these terms, including to refunds, credits, data deletion, liability and disputes.

1.10 We may update these terms when our services, operations, security needs or legal duties change. For significant changes, we will take reasonable steps to tell you before they take effect. We may use email, the Client Area or another suitable channel. Urgent legal or security changes may allow less notice.

1.11 Our notice will say when a significant change takes effect. Unless the law says otherwise, using the service after that date means you accept the change. You may cancel before it takes effect. You keep any extra cancellation, refund or consent rights that the law gives you.

1.12 If you have questions about these terms, use the support contact in section 24 (Terms of Service - 24. Notices and contact details).

2. What the main words mean

2.1 Account means your ultra.sh customer account. It includes access to the Client Area for account matters and the Control Panel for managing your service.

2.2 Service means a VPS or another ultra.sh feature supplied under your order.

2.3 VPS means virtual private server. It is an isolated virtual server with its own operating system, running on infrastructure shared with other virtual servers.

2.4 Host infrastructure means the physical servers, storage, networks and software we use to provide and manage your VPS. This includes the software that runs and separates virtual servers.

2.5 Guest environment means the parts of your VPS that you manage. These include its operating system, applications, settings, users, files and other software or data.

2.6 Customer content means material you or your users store, publish, send or process through the services. It includes data, software, files, databases, media, code and logs. Hosted data means customer content stored or processed on our infrastructure.

2.7 vCPU means a virtual processor that uses time on a shared physical processor. It does not give you a dedicated physical core or continuous, exclusive processor time.

2.8 Account credit means credit you can use for eligible future ultra.sh invoices. It is not cash or a bank deposit.

2.9 Billing cycle means the period for which you order, pay for or renew a service.

2.10 Support ticket means a request you send through an official support channel.

2.11 Outbound traffic (uploads) means data your VPS sends through its network interfaces to other systems. For the refund limits in section 14 (Terms of Service - 14. Refunds and account credit), 1GB means 1,000,000,000 bytes. Downloads to your VPS do not count.

2.12 Abuse means unlawful activity, breaking these terms or conduct that significantly threatens security, rights or operations. This includes threats to us, our customers or others.

2.13 CSAM means child sexual abuse material. CSEA means child sexual exploitation and abuse. Both include related material and behaviour banned by the law that applies.

3. Your account responsibilities

3.1 Give us accurate account, billing, tax and contact details, and keep them up to date. We may use your registered email address for invoices, security alerts, legal notices and other service messages.

3.2 Protect your account, devices and access details. This includes root passwords, SSH keys for secure server access, and API tokens that let software access your services. Use strong, unique passwords and enable multi-factor authentication where available. This adds a login check beyond your password.

3.3 You are responsible for activity through your account and services. This includes activity by authorised users and activity using stolen or exposed access details. This responsibility does not extend to the part caused by us breaking this agreement or for which the law makes us responsible.

3.4 Tell us promptly if you suspect malware, unauthorised access or another security incident affecting your account or services.

3.5 You must have our written permission to sell, transfer or give away your account or your rights under this agreement.

3.6 You must have our written permission to resell or rent out the VPS itself or parts of its underlying capacity. This covers subdivided virtual servers, processing capacity, shell accounts, and standalone storage or network capacity. You may run your own lawful websites and commercial applications for customers, while keeping to these terms.

3.7 You may let employees, contractors or other trusted people manage your guest environment. Give them only the access they need. You remain responsible for their keeping to these terms and for the services you provide to your users.

3.8 Do not use misleading account names or identifiers, impersonate others, or reserve accounts to avoid restrictions. We may reject an identifier or ask you to change it if it creates a reasonable concern. This includes concerns about security, privacy, decency, impersonation or service operation.

4. What we provide and what you manage

Your VPS and its resources

4.1 ultra.sh provides unmanaged VPS hosting. You get an isolated guest environment and administrator or root access, which gives you full control inside your VPS. The physical server, processor time, storage devices and network may be shared with other customers.

4.2 We run and maintain the host infrastructure. You manage your guest environment, including updates, applications, licences, settings, firewalls, access controls, malware protection, backups and recovery.

4.3 We guarantee the RAM and virtual storage capacity in the plan you buy. You may use all of that capacity for allowed activities. Using all your capacity is not, by itself, excessive use.

4.4 Your operating system, filesystem, applications and data use some of your allocated resources. Your storage allowance is virtual disk capacity. It is not the space left free after formatting or installing software. You do not own or have exclusive use of a physical drive.

4.5 CPU resources are shared. We manage server capacity and the number and placement of customers to avoid excessive competition for resources. This supports normal use of the advertised plans. Unless your order clearly promises otherwise, we do not guarantee dedicated physical cores, a fixed CPU share or minimum clock speed. We also do not guarantee a particular performance-test result.

4.6 Disk read/write speeds and network transfer speeds may vary with your workload and activity on shared infrastructure. A port speed is a connection limit, not a guaranteed continuous transfer speed. The service description must state any specific traffic allowances, speed limits or performance promises.

4.7 Extra charges for usage, optional features or support apply only if we tell you about them and you agree. This must happen when you order or before you incur the charges. The service description must explain plan limits and what happens if you exceed a traffic allowance.

Maintenance and support

4.8 We may update, restart, move, repair or replace host infrastructure when reasonably needed to run, secure or maintain the services. This work may interrupt your VPS. We will normally give advance notice of scheduled work. Urgent work may happen without notice.

4.9 We do not routinely manage or update your guest environment. Installation images, consoles and recovery tools do not make this a managed service. Providing them does not guarantee that your applications will stay compatible or secure.

4.10 Reinstalling, restoring, rebuilding or changing a disk may overwrite data. Check what an operation does and keep an independent backup before requesting it. We will not deliberately wipe your guest environment just to troubleshoot it without your permission. The exceptions are deletion allowed by the cancellation, enforcement or legal rules in these terms.

4.11 Standard support covers your account, the host infrastructure and features we provide. It does not cover managing your operating system, installing software, fixing application faults or moving your data between services. We may choose to help with those tasks or agree separate paid support.

4.12 We make reasonable efforts to provide support through official channels. We do not guarantee a response or resolution time unless we agree one separately in writing.

Addresses, locations and subscriptions

4.13 We assign IP addresses for use with your service under the rules that govern their allocation. You do not own them. We may replace an address for reasonable technical or legal reasons and will tell you where practical. We cannot guarantee how location databases identify it, whether other services accept it or that it will always avoid blocklists.

4.14 Your order or service description states where your service is hosted. If we propose moving it to another country, we will give notice and follow the relevant contract and data protection rules. Support and account administration may involve processing in other countries, as explained in section 16 (Terms of Service - 16. Privacy and personal data).

4.15 Shutting down your VPS does not cancel your subscription. Neither does stopping use or deleting files. Follow section 13 (Terms of Service - 13. How to cancel) to cancel.

5. Allowed use and fair use

5.1 You may run lawful public websites, business applications, development tools and lawful torrents. Other lawful uses are allowed if they fit your plan and these terms. Game servers need different protection against distributed denial-of-service (DDoS) attacks. If you want to host a game server, choose a plan from our sister company, UltraServers.

5.2 You must have the rights, licences and permissions your content and activities need. Being allowed to use torrent software does not let you infringe copyright.

5.3 Public websites and application endpoints may work without a login where that is their intended, lawful purpose. Secure your administrative interfaces, access details, private files and system access. Do not expose data you have no right to publish.

5.4 You may run private VPNs for yourself or your organisation's authorised users, with authentication to control access. You may also use reverse proxies to serve your own allowed websites or applications. The proxy bans below concern services that forward other people's traffic to destinations they choose.

5.5 You must not use the services for any of the following:

• Email servers. This includes hosting mailboxes, mail-exchange services, open mail relays or mail-transfer servers. Your applications may send lawful transactional messages, such as receipts or account alerts, through an external email provider's SMTP service or API. This exception does not allow a mail-server business or spam.
• Cryptocurrency mining or farming. This includes proof-of-work mining and resource-intensive farming or plotting, such as Chia farming.
• Security scanning of other systems or networks. This includes port, network and vulnerability scanning, penetration testing and other security scans, even with the owner's permission. You may check malware, patches and settings inside your own guest environment if you do not probe other systems or disrupt the host.
• Public VPNs or proxies. This includes public VPN services, open or unauthenticated proxies, and public forward proxies.
• Tor nodes. This includes bridges, relays, exit nodes and onion-service hosting nodes.
• Child sexual abuse or exploitation. This includes CSAM, CSEA, grooming, sexual extortion of children, and content or activity that helps this abuse.
• Terrorism or serious violence. This includes terrorist content or activity, incitement to serious violence, and unlawful support for violent extremism.
• Copyright or trademark infringement. This includes piracy, unlawful streaming or distribution, unlicensed software, unlawful internet television or video-on-demand services, and unlawfully bypassing copyright protections.
• Fraud or deception. This includes phishing, stealing access details, fake login pages, scams, deceptive impersonation and systems used to trick people into disclosing information.
• Spam or message flooding. This includes unsolicited bulk messages, mail bombing and services that help others carry out these activities.
• Malicious software or systems. This includes malware, ransomware, networks of compromised devices, malicious remote-control services, and code intended to damage or compromise systems.
• Network or access attacks. This includes unauthorised access, repeated password-guessing attacks, attacks using stolen login details, malicious exploitation and denial-of-service attacks. It also includes falsifying packet source addresses and intercepting traffic without permission.
• Attacks on VPS isolation or host controls. This includes escaping the virtual server's boundaries, accessing another customer's data, compromising the hypervisor, or changing host infrastructure or physical hardware controls.
• Other unlawful regulated activities. This includes illegal gambling, unlawful trafficking and fraudulent investment schemes.
• Abuse of privacy or personal safety. This includes non-consensual intimate images, doxxing, stalking, unlawful harassment, threats and content that unlawfully violates privacy or safety. Doxxing means exposing someone's private identifying information without permission.
• Unauthorised disclosure of protected information. This includes personal data, confidential information, trade secrets, access details, tokens and private keys.
• Deliberate avoidance of limits or restrictions. This includes evading resource limits, billing controls or enforcement through replacement accounts or misleading details.
• Deliberately damaging workloads. This includes workloads designed to corrupt storage, damage hardware or significantly disrupt services, other customers or third-party networks.

5.6 Your use of shared CPU, disk read/write activity or network resources must not significantly reduce other customers' service quality. It must not threaten host stability. Brief bursts and ordinary use within your plan are not, by themselves, abuse. We will consider the ongoing impact, type of workload and available technical evidence.

5.7 Where reasonably practical, we will explain the problem and give you a chance to change your workload. To protect stability or security, we may limit shared-resource speeds, isolate or stop a VPS, or suspend a service. Serious or repeated breaches may lead us to end the service under section 8 (Terms of Service - 8. How we respond to problems and breaches).

5.8 Fair-use rules do not let us reduce your guaranteed RAM or storage capacity just to fit in more customers. The guarantee is in clause 4.3. Necessary incident response, maintenance or a valid suspension may still interrupt access.

5.9 Treat our staff respectfully. Threats, harassment, discrimination or repeated bad-faith conduct may lead to support restrictions, refusal to renew, suspension or ending the service. Our response must be proportionate to the circumstances.

5.10 We will follow the notice rules in section 1 (Terms of Service - 1. Who we are and how these terms work) when changing the prohibited-use list.

6. Keeping your VPS secure

6.1 Keep your guest environment reasonably secure. Install security updates, restrict unnecessary network access and respond promptly to credible reports of abuse or compromised security.

6.2 Set up your applications to recover or restart properly after a VPS restart. You must manage the software licences, certificates and encryption keys your use requires.

6.3 Keep recovery details and encryption keys safely outside the VPS. We cannot guarantee recovery of lost passwords, private keys or encrypted content.

6.4 Avoid putting secrets in hostnames, service labels, public URLs or support tickets unless needed. If support needs access, use temporary, limited access details where practical and disable them afterwards.

6.5 We may block ports, filter traffic, isolate a VPS or restrict access when reasonably needed to address a security threat or abuse. This includes attacks and compromised systems. These measures do not guarantee that we can prevent or reduce every attack.

6.6 Tell us promptly about security weaknesses affecting ultra.sh. Reporting a weakness does not give you permission to scan, exploit it or access systems outside your allowed guest environment.

7. When support staff may access information

7.1 Opening a support ticket lets us review information reasonably needed to handle it. This includes account details, infrastructure settings, service measurements and technical material and data.

7.2 We limit access inside your guest environment to what is reasonably needed for a permitted purpose. That purpose may be support you request or approve, or a security, abuse, legal or urgent safety matter. Access must be allowed by these terms and the law. A billing inquiry alone does not give us permission to browse your VPS files routinely.

7.3 Staff do not routinely browse private customer content during ordinary support. Control over the infrastructure does not mean staff routinely log in to your VPS or know your root password.

7.4 If legitimate work reveals suspected unlawful content, serious abuse or a security threat, we may restrict access and preserve relevant evidence. We may refer the matter for further action under sections 8 to 10 (Terms of Service - 8. How we respond to problems and breaches) and 19 (Terms of Service - 19. Legal requests and law enforcement).

7.5 Only authorised staff may access information, and only as needed for their task. Staff must refer suspected CSAM through a restricted process. Ordinary support staff must not open, play, copy or download suspected media to investigate it themselves.

8. How we respond to problems and breaches

8.1 We may investigate credible abuse reports, security alerts, payment problems, resource incidents and suspected breaches of these terms. We may use account records, infrastructure measurements, relevant logs and public content. We may also use relevant customer content where lawful and necessary.

8.2 We do not promise to monitor all customer content. We may use technical or manual checks to protect security, prevent abuse, run services and meet legal duties. These checks must be proportionate to their purpose.

8.3 Our response depends on the circumstances. We may warn you, require you to fix a problem, restrict traffic or access, or stop or isolate a VPS. We may also suspend or end a service or account, preserve evidence, report suspected offences or refuse future service.

8.4 We will normally try to tell you about a problem and give you a chance to fix it. We may act immediately if waiting would increase harm, threaten security, hinder an investigation or break the law. We may also act immediately for serious, repeated or payment-related problems.

8.5 If we suspend or end a service for a breach supported by evidence, it does not qualify for our voluntary refund offer in section 14 (Terms of Service - 14. Refunds and account credit). This does not remove remedies the law requires. An allegation alone does not establish a breach.

8.6 Subscription charges continue during suspension while we keep the service allocated to you, unless we agree otherwise or the law says otherwise. Suspension does not cancel your subscription or guarantee we will keep your data.

8.7 You may challenge our decision through a support ticket. Give us relevant facts and evidence, but do not send unlawful material. We will review credible evidence and correct a decision where appropriate.

8.8 We may let you retrieve lawful data after a restriction or the end of a service, where safe, lawful and technically practical. We do not guarantee a retrieval period after a service ends unless the law or an applicable agreement requires one. We will not release unlawful content or material whose release would break preservation or disclosure restrictions.

8.9 We may keep relevant content and records for legal duties, investigations, security incidents or claims. Keeping those records does not restore your right to access or use a service that has ended.

9. Copyright complaints and other content abuse

9.1 You must have the necessary rights or another lawful basis to store, distribute or give access to content.

9.2 Send complaints to support@ultra.sh. Your report should include the following:

• The work, right or activity concerned.
• The IP address, URL, port, time or other details needed to locate the suspected abuse.
• Your name, organisation, contact details and authority to act.
• Why you believe the activity is unlawful or unauthorised.
• An honest statement that the information is accurate, with a physical or electronic signature where relevant.

9.3 We may ask questions to assess whether a report is credible and what the law requires. Where appropriate, we will tell the customer and require removal, restricted access or an explanation.

9.4 For a non-urgent report that does not concern repeat infringement, we may allow up to 24 hours to respond or remove access. We do not guarantee this time for serious harm, urgent threats, repeat infringements or shorter legal deadlines.

9.5 We may suspend or end services for repeat offenders. We may also do so if a customer fails to address a complaint supported by evidence within the required time.

9.6 If you think a complaint is wrong, send us your reasons and supporting information. Any legal notice, counter-notice or appeal process that applies takes priority. We do not settle ownership disputes between you and the person complaining.

9.7 You may also use this contact to report phishing, malware, fraud, exposed personal data, child exploitation or other unlawful activity. Do not knowingly make false or abusive reports.

10. Protecting children

10.1 Child sexual abuse material and child sexual exploitation and abuse are strictly banned across all services. This applies whether content is public, private, shared, encrypted, archived or otherwise stored or sent.

10.2 If we reasonably suspect serious child-safety abuse, we may immediately restrict access, isolate or suspend the service, and preserve relevant evidence. We may refer the matter to authorised staff or appropriate authorities. A confirmed breach may lead us to end the service without a refund under our voluntary offer.

10.3 Only trained, authorised staff who need the information may handle it. They may examine or disclose it only as necessary and legally allowed to assess, report or preserve it, or protect people from harm.

10.4 We may report suspected child exploitation to the relevant authorities or child-safety body where the law requires or allows this. We may withhold notice to a customer if giving notice would be unlawful, hinder an investigation or create a safety risk.

10.5 These terms do not mean we routinely scan private VPS files, install scanning software inside your VPS or can inspect encrypted content. Before introducing automated content detection, we will assess whether it is needed and lawful, and its effects on privacy. We will also assess access controls, safeguards and how to handle mistaken detections. We will give any information or notices required by law.

10.6 We treat relevant reports, evidence, access records and decisions as sensitive information. This also applies to detection-match records, if any exist. We restrict their use to the relevant purpose and keep them only as long as necessary or legally required.

10.7 You may challenge a mistaken restriction through support. Do not attach, copy or ask us to recover suspected CSAM. We will not restore access to content we determine is unlawful.

10.8 Our measures do not guarantee that we will detect every instance of unlawful or harmful content.

11. Rights in your content and our materials

11.1 You keep the rights you hold in your content. You must obtain any permissions or licences needed to use it.

11.2 You give us limited, non-exclusive permission to host, store, copy, send and otherwise process your content. Non-exclusive means you may also give permission to others. We may use this permission only as reasonably needed to provide, secure, support, move and run your services. It also covers enforcing these terms and meeting legal duties. Section 16 (Terms of Service - 16. Privacy and personal data) and any applicable data processing agreement still govern personal data.

11.3 This permission does not let us sell your content or use it for unrelated commercial purposes. We may publish it only as needed to deliver it through your service to the recipients you choose.

11.4 We and our licensors keep our rights in our infrastructure software, branding, websites, interfaces and documentation. Licensors are people or organisations that give us permission to use their materials. Do not misuse or copy these materials beyond the permission or legal rights you have.

11.5 You may install and change software in your guest environment if its licence and these terms allow this. Rules protecting our infrastructure do not stop ordinary lawful administration of your VPS.

11.6 Unless we agree otherwise, we may use feedback you freely give us to improve our services without paying you. This does not give us ownership of unrelated customer content.

12. Billing, payments and taxes

12.1 We normally bill you in advance for your chosen billing cycle, and you pay in advance. Your service renews unless you cancel under section 13 (Terms of Service - 13. How to cancel).

12.2 We normally send renewal invoices 10 days before payment is due. You must pay on time even if you do not receive a reminder.

12.3 If an invoice is unpaid at the end of its due date, we may suspend the service. We use midnight UTC to mark the end of that date. UTC is the time standard we use for these deadlines, not your local time. We may send reminders on the first, second and fifth days after the due date.

12.4 If payment is still missing at the end of the fifth calendar day after the due date, we may end the service. We may then permanently delete its hosted data. This deadline is also midnight UTC. For an invoice due on 1 June, suspension may start at 00:00 UTC on 2 June. We may end the service and delete all your data from 00:00 UTC on 7 June.

12.5 Paying after the service has ended does not guarantee we can restore the old VPS, IP address or data. A replacement service does not give you another first-order refund opportunity.

12.6 External payment processors handle payments. You must have permission to use your payment method and give accurate billing and tax details. We do not store full payment-card numbers.

12.7 A bank or processor refusing or delaying payment does not automatically extend your deadline. Contact us promptly if a payment was taken but not correctly credited.

12.8 We show or calculate taxes and charges as the law requires. You remain responsible for taxes or duties you owe that we do not have to collect.

12.9 We may change prices, plan names, features and future resource allocations. Price rises and reductions to purchased RAM or storage normally apply at renewal. We will give advance notice and the chance to cancel. These changes do not reduce the capacity you bought for a period you have already paid for. Legal requirements and changes separately agreed with you still apply.

12.10 We may change or withdraw promotions for future purchases. We will honour existing paid commitments and rights that the law protects.

12.11 We may ask for information reasonably needed to investigate suspected fraud, tax errors, payment abuse or identity misuse.

13. How to cancel

13.1 Request cancellation through the Client Area or an official support channel.

13.2 You can choose immediate cancellation or cancellation at the end of your billing period. Immediate cancellation may end the service and wipe the VPS soon after we process it. End-of-period cancellation normally ends the service when your current paid period expires. Back up anything you need before your chosen cancellation takes effect.

13.3 We may be able to stop a cancellation before the service ends, but cannot promise this. Once we delete a VPS, its data may be impossible to recover.

13.4 Cancelling a service does not always cancel recurring payments you set up with PayPal, your card provider or another payment service. Cancel any arrangement you control and no longer need. We will take the cancellation steps that we control and are required to take.

13.5 Cancellation alone does not entitle you to a refund. Section 14 (Terms of Service - 14. Refunds and account credit) and your legal rights determine whether you qualify.

13.6 Before the service ends, export your data and update any DNS records or connected services that depend on the VPS. If the law gives you switching help, a transition period or data-retrieval rights, we will provide them. Those rights take priority over our normal deletion rules.

14. Refunds and account credit

Your first ultra.sh order

14.1 We offer a seven-day refund opportunity for your first paid ultra.sh order, once per customer.

14.2 To claim, you must both request cancellation and open a support ticket asking for a refund for the relevant service. Submit both requests within seven days of the original purchase. This means no later than 168 hours after the recorded purchase time, measured in UTC.

14.3 Later orders, renewals, upgrades and extra VPS purchases outside that first order do not qualify. Neither do replacement accounts or repeat purchases. Changing your details or payment method does not give you another opportunity.

14.4 This offer follows the traffic limits and exclusions below. It is our voluntary refund offer, separate from refunds required by law. We do not refund late requests unless the payment-error rules, another remedy promised in these terms or your legal rights require it.

How much we refund

14.5 We count outbound traffic from your eligible first order, starting at purchase and ending when you have submitted both requests. If you submit them at different times, the later time is the end point. Time we take to process your requests does not add to this period. Downloads to your VPS do not count.

14.6 If your first paid order includes several VPS services, we add together their outbound traffic to choose the refund percentage. We refund only eligible first-order services that you cancel and request a refund for. Traffic from later orders does not count.

14.7 These limits apply to every ultra.sh plan:

14.8 We apply the percentage to the amount you actually paid for the eligible service. Non-cash credit, discounts and non-refundable items do not count towards that amount. We adjust tax as the law requires. Any allowed processing-fee deduction cannot be more than the refund otherwise due.

14.9 We calculate usage from service traffic records. If you think we have measured it incorrectly, ask us to review and explain the calculation. We will reasonably review a disputed figure before treating it as final.

First orders for longer billing periods

14.10 We recommend starting with a monthly plan so you can test the service before paying for a longer period. Contact support if you want to change billing cycles, where available.

14.11 A first order for a longer billing cycle has the same seven-day deadline and traffic limits. We apply the eligible percentage to the eligible amount you actually paid for that billing cycle.

14.12 For a voluntary refund covering a billing cycle longer than one month, we may deduct payment-processing fees. We may deduct only fees actually charged to us and not returned by the processor, and will explain the deduction. We will not deduct these fees if the law requires a refund without them.

Mistaken payments

14.13 Payment errors include paying an invoice twice, paying the wrong invoice or account, and overpaying. Contact us with enough details to identify the payment and explain the mistake.

14.14 Normally, you must request a cash refund for a genuine payment error within three months of payment. After that, we may keep the amount as account credit, unless your legal rights require otherwise.

14.15 Where lawful, we may deduct actual processor fees we cannot recover from a voluntary payment-error refund. We may also deduct amounts already used for services or invoices. We will not keep those charges and recover the same amount again.

14.16 Forgetting to cancel a recurring payment does not automatically make it a payment error. We will check whether it is a duplicate, overpayment, unauthorised payment or another payment refundable under these terms or law.

What the voluntary refund offer excludes

14.17 Our voluntary refund offer does not cover the following:

• Cryptocurrency payments.
• Account top-ups or credit balances, except where the payment-error rules apply.
• Traffic add-ons.
• Overpayments.
• Renewals, upgrades or orders after the first eligible order.
• Services suspended or ended for a breach of these terms supported by evidence.
• Requests outside the relevant time limits.
• Fraudulent requests or attempts to get repeated first-order refunds.

14.18 These exclusions do not remove refunds or payment claims protected by law. They also do not remove refunds for rejected orders or other remedies we promise in these terms. We normally return approved cash refunds to the original payment method, depending on the processor's capabilities and legal requirements.

Account credit and inactive accounts

14.19 You may use account credit for eligible future ultra.sh invoices. It is not a deposit account, cash balance or payment service. You cannot transfer it between customers or automatically use it for other SlashN Services platforms.

14.20 You cannot normally withdraw, transfer, sell or exchange credit for cash. The payment-error rules and your legal rights still apply.

14.21 We may treat your account as inactive if it has no active services for 12 months in a row. We may then email you to say unused credit will expire unless you use it or contact us within 30 days. We do not normally restore or refund expired credit unless the law requires it.

14.22 Promotional, referral, goodwill and compensation credits have no cash value and are non-refundable. Any legal requirement or specific terms attached to those credits still apply.

Payment disputes and chargebacks

14.23 Please contact us first about billing problems so we can investigate. You keep your rights under the law and your bank's, card issuer's or payment scheme's rules. This includes rights concerning fraud and unauthorised payments.

14.24 While we investigate a dispute, we may freeze disputed credit or restrict an unpaid service. Honestly exercising a protected right to dispute a payment does not, by itself, break these terms.

14.25 An open dispute may limit the processor's ability to issue a separate refund. We will use an available, appropriate way to resolve the payment without reimbursing it twice. You do not have to give up protected rights for us to investigate.

14.26 Fraudulent, misleading or deliberately abusive disputes may lead to proportionate account restrictions or refusal of future service. We may also recover fees or losses where the law allows.

14.27 We will decide voluntary refund requests reasonably under this policy. You may still challenge an error or use your legal remedies.

15. Credits for downtime and drive failure

What the service level agreement covers

15.1 This section is our service level agreement, or SLA. It gives credits for VPS infrastructure downtime that meets the rules below. It does not promise a monthly uptime percentage or that your applications will always run without interruption.

15.2 Downtime qualifies when a host infrastructure failure prevents your VPS from running, accessing its allocated virtual disk or communicating through our network. The exclusions below apply.

15.3 We measure downtime for the affected VPS from the start of the qualifying failure until the infrastructure service is restored. We use monitoring, incident records and credible customer evidence. We assess each continuous incident separately and count overlapping failures only once.

15.4 Scheduled maintenance does not qualify for credit, and we will normally announce it in advance. We may also carry out urgent or unannounced maintenance. Calling emergency work "maintenance" does not automatically exclude it from credit. Other exclusions may still apply.

How much credit you can claim

15.5 Credits for each qualifying incident are as follows:

15.6 For example, 72 hours of qualifying downtime gives six days of credit. We provide this as a service extension, service credit or account credit, rather than cash. For account credit, we use the daily rate you paid for the affected service in the relevant billing cycle.

15.7 You may qualify for one month of service credit if a physical drive fails and we cannot recover your affected hosted data. This is the SLA remedy for data we cannot recover after drive failure. Your rights protected by law still apply. We assess any separate qualifying downtime using the table above.

15.8 Claim credit by opening a support ticket within 30 days, identifying your VPS and the incident. For downtime, the deadline runs from when the infrastructure service is restored. For unrecoverable drive failure, it runs from when we tell you recovery is not possible.

What is excluded

15.9 We do not give credits for problems caused by the following:

• Your operating system, applications, settings or unsupported software.
• Lost access details, shutdowns or reinstalls you initiate, or your own internet connection.
• Lawful action we take because you broke these terms, or because of non-payment.
• Legal orders or scheduled maintenance.
• Events beyond reasonable control that meet the rules in section 23 (Terms of Service - 23. Events beyond reasonable control).

15.10 A supplier's involvement does not automatically exclude an ordinary infrastructure failure from credit. This includes failure at an upstream infrastructure provider. The failure must still meet an exclusion in these terms for us to refuse credit on that basis.

15.11 Data deleted by you, your users or your software does not qualify for drive-failure credit unless our system error caused the deletion. Once the infrastructure is restored, a remaining problem inside your guest environment does not extend the qualifying downtime.

15.12 We do not give duplicate credits for the same loss or downtime. These credits are the contractual remedies for the events this SLA covers. They do not limit rights that the law protects from restriction.

16. Privacy and personal data

Our responsibilities and yours

16.1 We process personal data to provide, bill, support and secure services, prevent abuse and meet legal duties. We do not sell customer personal data.

16.2 We decide why and how to use account, billing, support, security and service-administration data. For that data, we act as a "controller", or the equivalent responsible organisation under the law that applies.

16.3 When we host personal data for you inside your guest environment, we may act as your processor, subprocessor or data intermediary. These are legal roles for processing data on someone else's behalf. Our role depends on the facts, the law and your own role, not just whether we sign a separate document. You remain responsible for your lawful collection, use and disclosure of that data.

16.4 If a data processing agreement is required, we and you must put the required terms in place. Contact support@ultra.sh. That agreement covers instructions, security, other processors, assistance, international transfers, and returning or deleting data. It also covers other required safeguards.

Information we may use

16.5 We may process the following information where relevant to the service:

16.6 Infrastructure measurements and host events are different from application logs, shell history and files inside your VPS. You normally control whether guest logs are created and how long they are kept. These terms do not mean we routinely collect or inspect them.

16.7 The following table describes log types, their uses and retention. For logs inside your guest environment, your settings and actions control their creation and retention. The table does not give us broader access than clauses 16.6 and 16.11 allow. Where logs are rotated, this means older records are periodically replaced or removed.

16.8 Installed applications may store the core files and settings they need to run. You are responsible for their creation and retention.

16.9 We must have a lawful reason to use account data. Depending on the law and the activity, this may include carrying out the contract, meeting legal duties or obtaining consent. Other lawful reasons may include legitimate interests or protecting a person's life, known as vital interests. We may use data to protect public safety, prevent fraud, secure networks, protect children, investigate unlawful acts or handle legal claims. Each use must have a lawful basis. We will obtain consent where required. When processing data on your behalf, we must follow the relevant instructions and data processing terms.

16.10 Our legitimate interests may include providing and improving services, preventing fraud and abuse, securing networks, supporting customers and handling legal claims. They may also include protecting us, our customers, children and the public. These interests are reasons for using data only where the law allows.

16.1 These terms do not give us unrestricted permission to use private content for unrelated purposes or bypass privacy safeguards. See section 7 (Terms of Service - 7. When support staff may access information).

Support tickets

16.12 Our ticket system records support conversations, troubleshooting steps, relevant account details and a history of actions taken. We use these records to meet our duties, resolve disputes, train staff and check how we handled a matter.

16.13 We may store ticket messages and attachments in clear text in our ticket system. Clear text means the content is stored in a readable form.

16.14 Only you and our staff handling your request or the relevant matter may access your tickets.

16.15 We delete normal ticket messages and attachments after 365 days. We may keep them longer where reasonably needed for billing, tax, accounting, security, preventing fraud or handling abuse. We may also keep them for disputes, legal claims or other legal duties.

16.16 We may keep basic ticket details, such as its ID, dates and times, status and category. We use these details to meet our duties and check our records. We can keep them without keeping the messages themselves.

Account details, passwords and payment records

16.17 We use your email address for login, contact, support tickets, billing and service notices.

16.18 We may keep email addresses and account records as long as reasonably needed to provide services, bill customers and keep accounts. We may also need them for tax, security, fraud prevention, abuse or CSAM handling, disputes, legal claims and legal duties. If an account has no active services for seven years in a row, we may close it. We may then delete its records, including the email address, or remove identifying details so the records no longer identify you. We will do this only where the law and our operations allow. We may keep basic records longer for the reasons listed in this clause.

16.19 Your username identifies you in our systems and may identify your service. Installed applications may also use it.

16.20 Other people may see your username in limited technical settings, depending on what applications you install, configure and share.

16.21 We use your country to work out taxes, which legal rules apply and whether you qualify for a service.

16.22 We store your Client Area password using secure hashing. This stores a one-way digital fingerprint of the password. Staff can reset your password but cannot view the password itself.

16.23 We store your Control Panel password using secure hashing, as explained in clause 16.22. Staff can reset your password but cannot view the password itself.

16.24 Some third-party applications may store passwords, API keys, cookies or other secrets in readable text. The application controls how it stores these details, not us.

16.25 External payment processors handle payments. We do not store full card numbers or full financial details. We keep payment records for at least as long as needed for tax, accounting, disputes and other legal or compliance duties.

Keeping and sharing information

16.26 We keep information only as long as reasonably needed for the stated purpose, legal duties, security, abuse investigations or claims. We will keep and follow a schedule setting out how long to retain information. Keeping records does not guarantee we can recover a VPS after its service ends.

16.27 We keep hosted data while providing the service, unless it is deleted, lost through technical failure or affected by enforcement. The service ending may also lead to deletion. We may keep data for lawful reasons and restrict access to copies kept for legal or security purposes. Keeping those copies does not continue a cancelled service.

16.28 Lawful requests concerning abuse, copyright, CSAM or other legal matters may require us to act on content. We may need to remove it, restrict access, keep it or report it.

16.29 Providers supporting our infrastructure, payments, support, communications and other services may process relevant data. We will maintain appropriate contracts and security controls for providers processing data for us. Some providers process personal data on your behalf through us. These are called subprocessors. We will give you the information required about them and any changes to them.

16.30 We use the types of providers below and, where appropriate, work with the listed bodies. Their data protection role depends on what they do. A payment provider, public authority or safety body is not necessarily our subprocessor.

16.31 Our providers include the following:

16.32 We handle hosted data in line with your chosen service location and any location promises we make. Account records, support records and authorised access may involve processing in other countries. Where required, we will use a lawful way to transfer data and suitable safeguards. These may include standard contractual clauses: approved contract terms that protect transferred data.

Security and your privacy rights

16.33 We use appropriate safeguards to protect personal data and limit staff access. You must also secure your guest environment. We promise encryption, physical isolation or a particular certification only if we clearly state it for the service. Physical isolation means keeping your service on separate physical equipment.

16.34 Detecting CSAM, handling abuse, preventing fraud, investigating security incidents or meeting legal duties may involve sensitive information. This may include information about criminal offences. We will restrict access, record why we need the information and use suitable safeguards. We will keep it only as long as required or appropriate under the law and these terms. This clause does not mean we routinely scan private VPS files or collect guest logs.

16.35 If we must report a personal data breach, we will tell the relevant customer, authority or affected person within the legal deadline. We will give the required information. When we process data on your behalf, we will tell you without undue delay, as the law and data processing agreement require.

16.36 Depending on the law, you may have rights to see, correct, delete or transfer your personal data. You may also have rights to limit or object to its use, withdraw consent or complain to a data protection authority. Send requests to the contact in clause 16.4. You may also raise a privacy complaint through a support ticket. We may check your identity and explain any lawful reason we must keep information. These reasons may include tax, accounting, fraud prevention, security, abuse or CSAM handling, disputes and legal claims.

Cookies and similar technologies

16.37 Cookies are small text files that a website stores in your browser. Our websites, Client Area, Control Panel and server console use a small number of cookies and similar technologies. We use them to keep you signed in, protect your account and the actions you take, process payments securely, open your server console, remember your display preference and credit referrals. We do not use advertising cookies or analytics cookies, and we do not use cookies to track you across other websites.

16.38 Session cookies are deleted when you close your browser. Persistent cookies remain in your browser until they expire or you delete them. The tables below state how long each cookie lasts.

16.39 Clauses 16.40 to 16.43 list every cookie our services set. Cookie names may include a suffix unique to our system, as shown in clause 16.40.1.

16.40 Strictly necessary cookies are required to provide the services you request. Without them, you cannot sign in, place an order, pay or use the Control Panel or server console. We use the following strictly necessary cookies:

16.41 Our payment and network security providers set the following security and fraud-prevention cookies on our websites. Stripe sets its cookies when you view your basket or pay. Cloudflare sets its cookies only when it applies a security check to your visit.

16.42 We use the following preference cookie to remember a choice you make:

16.43 We set the following referral cookies only when you reach our Client Area through an affiliate referral link or one of our tracked links:

16.44 When you pay by card, Stripe also sets its own cookies on Stripe's domains, such as m.stripe.com, to prevent fraud. Stripe's privacy and cookie policies govern those cookies.

16.45 The Control Panel saves your display theme and list preferences in your browser's local storage. This information stays on your device until you clear it.

16.46 You can block or delete cookies in your browser settings. If you block strictly necessary, security or payment cookies, you will not be able to sign in, pay or use the server console. Blocking the preference or referral cookies does not affect how our services work.

16.47 We will update this section before we introduce any new cookie. If we introduce optional analytics or advertising cookies, we will obtain your consent first where the law requires it.

17. Removing exposed sensitive information

17.1 Contact support promptly if account details, service labels or published records expose access details or create a specific privacy or security risk. Identify the affected information without unnecessarily repeating the secret.

17.2 Replace exposed passwords, keys and tokens immediately where you can. Removing a label or public reference does not make exposed access details safe again.

17.3 We will assess reasonable requests to change identifiers or remove exposed data. A technical change may require moving or rebuilding the service. Before carrying out a change you request that could destroy data, we will explain its significant effects.

17.4 We may need to check your identity before changing an email address, closing an account or handling a privacy request. We may keep records for legal duties, accounting, security, abuse investigations or claims. We will explain relevant limits.

17.5 You remain responsible for removing exposed information inside your guest environment and from external caches or services you control. Our handling of account identifiers does not replace that responsibility.

18. Responding to security incidents

18.1 During a suspected or confirmed incident, we may isolate systems, block connections, disable access details or restrict service functions. We may take other proportionate steps to protect services.

18.2 These steps may affect availability. We will make reasonable efforts to restore normal operation once the risk is addressed.

18.3 We may give incident updates through email, the Client Area, support or public status channels such as Discord. Section 16 (Terms of Service - 16. Privacy and personal data) and the law govern any required data-breach notices.

18.4 You must reasonably cooperate with investigating and fixing problems affecting your VPS. This includes fixing compromised software and securing access. We may require evidence that you have addressed a security compromise before restoring access.

18.5 Security controls do not guarantee that we can prevent every attack, abuse incident or loss. Section 4 (Terms of Service - 4. What we provide and what you manage) still sets out our responsibility for the host infrastructure and yours for the guest environment.

19. Legal requests and law enforcement

19.1 We may preserve, restrict or disclose relevant information to meet the law, valid legal procedures, binding orders or other lawful duties. We must assess a request's authority, scope and applicable law.

19.2 Where appropriate, we may ask questions, seek to narrow a request or challenge one that is too broad or legally defective. We will disclose only what is legally required or otherwise lawfully justified.

19.3 We will tell affected customers where lawful and appropriate. We may withhold notice if it is banned, could hinder an investigation or could increase a serious safety or security risk.

19.4 We may disclose information in an emergency where the law allows this and disclosure is reasonably necessary. This may address imminent serious harm, child exploitation or another emergency recognised by law. Permission in these terms alone does not provide a lawful basis for disclosure.

19.5 We may preserve information for a legal hold, credible investigation or expected claim. A legal hold is a requirement to keep information for legal proceedings. We will keep it only as long as necessary or legally required.

19.6 Send legal requests to the contact in section 24 (Terms of Service - 24. Notices and contact details). Receiving an email or ticket does not mean we accept a court's authority. It also does not remove legal requirements for formally delivering documents to us.

20. Backups, availability and data loss

20.1 Hardware faults, software errors, stolen access details, operational mistakes and external incidents may interrupt services or cause loss. Our RAM and storage-capacity guarantees do not mean data cannot be lost.

20.2 Keep independent backups of important data and test that you can restore them. A copy on the same VPS is not an independent backup. Neither is one exposed to the same compromised access details or failure.

20.3 We promise a backup feature only if your service description clearly includes it. Otherwise, we do not promise to create, keep or restore backups, or any backup frequency or recovery service. Any backup or snapshot feature we offer follows its stated scope and limits.

20.4 A snapshot captures a point in time. It may capture inconsistent application data and will not necessarily include later changes. You must still keep suitable backups.

20.5 Cancellation, non-payment, reinstalls, restores, enforcement or the service ending may delete data. Export what you need beforehand. Any legal rights to retrieve data or switch providers take priority over these ordinary deletion rules.

20.6 We cannot guarantee data retrieval after deletion, drive failure or the service ending. Section 15 (Terms of Service - 15. Credits for downtime and drive failure) and section 21 (Terms of Service - 21. Our promises and limits on liability) cover credits and liability for data loss. Your rights that the law does not allow us to exclude still apply.

21. Our promises and limits on liability

21.1 We provide services as they are and as available, except for promises in this agreement and duties the law requires. We do not promise suitability for a purpose you have not told us about or compatibility with every application.

21.2 Where the law allows, we exclude implied warranties: promises the law might otherwise add to this agreement. We also exclude liability for the following types of loss:

• Indirect, consequential, incidental or special losses. These legal categories can include knock-on losses and losses arising from particular circumstances. Their precise meaning depends on the law that applies.
• Punitive or exemplary damages: extra amounts intended to punish rather than compensate for loss.
• Loss of profits, revenue, business, goodwill, opportunity, expected savings or data. Goodwill means a business's reputation and customer relationships.

21.3 Except where clause 21.4 applies, our total liability for claims about a service is capped. The cap is the amount you paid for that service in the three months before the event causing the claim.

21.4 No exclusion or cap applies where the law forbids it. This includes fraud, fraudulent misrepresentation, and death or personal injury caused by negligence. Fraudulent misrepresentation includes knowingly making a false statement to induce someone to enter a contract. Negligence means failing to take legally required care. Other liability that cannot legally be excluded or limited also remains. Consumer and data protection remedies required by law are unaffected.

21.5 The credits in section 15 (Terms of Service - 15. Credits for downtime and drive failure) are the contractual remedies for the downtime and drive-failure events they cover, where legally allowed. General exclusions do not remove our specific resource guarantees or approved refunds under these terms.

21.6 We are not responsible for losses caused by your software, instructions, settings or failure to secure your guest environment. This exception does not cover the part for which our own breach or the law makes us responsible.

22. When you must cover claims against us

22.1 Where the law allows, you must cover claims made against us, our officers, staff or contractors by someone outside this agreement. You must also cover reasonable resulting costs. This duty is called an indemnity. It applies only to claims arising from the following:

• Your unlawful customer content.
• Your infringement of another person's rights.
• Your material breach of these terms, meaning a significant breach.
• Misconduct by you or users for whom you are responsible.

22.2 You do not have to cover the part of a claim caused by our own breach, negligence or misconduct. This duty also does not apply where it would break consumer protections or other binding legal protections.

22.3 We will give you reasonable notice of a claim where lawful and practical. We may manage its defence, and you must reasonably cooperate. We will not agree a settlement requiring you to admit something or do something other than pay money without your consent. You must not unreasonably refuse that consent.

23. Events beyond reasonable control

23.1 Neither we nor you are responsible for failure or delay caused by an event genuinely beyond the affected party's reasonable control. This applies only to the extent the event prevents that party from meeting the agreement, and the law allows it. The affected party means whichever of us cannot meet a duty because of the event. This rule is sometimes called "force majeure".

23.2 Examples may include natural disasters, war, serious civil disruption, government restrictions, major external power or connection failures, and industrial action. They may also include attacks that cannot reasonably be prevented or reduced. A supplier's involvement or a hardware failure does not automatically qualify.

23.3 Whoever is affected must take reasonable steps to reduce the impact and resume their duties. Payments properly due for services already provided remain payable, unless the law requires otherwise.

24. Notices and contact details

24.1 We may send service and contract notices to your registered email address, through the Client Area or by support ticket. We may also use another suitable published channel. Keep your contact details current. Any delivery or notice rules required by law take priority.

24.2 We normally treat email notices as delivered when sent, unless we receive a delivery-failure message. This does not apply if the law requires otherwise or there is evidence delivery failed.

24.3 Our official contact details are as follows:

• Customer support and abuse reports: support@ultra.sh.
• Privacy, data processing or legal requests: legal@ultra.sh.
• Service status: https://status.ultra.sh.

24.4 Website or status updates add to individual notices we must give under the law or this agreement. They do not replace them.

25. Keeping information confidential

25.1 We and you must use reasonable care to protect confidential information received from each other through the services. Each of us must limit its use and disclosure to the relevant purpose.

25.2 We treat private hosted data, account information and support records as confidential. The authorised service operations, privacy rules and lawful disclosures in these terms still apply.

25.3 This duty does not cover information already lawfully public, developed independently or lawfully received without restrictions. It also does not prevent disclosure required by law.

25.4 We and you may seek professional advice, exercise legal rights, report wrongdoing or contact an authority. We and you may also make disclosures protected by law. You may give honest reviews of your experience.

26. Our relationship and transfers of this agreement

26.1 We and you are independent parties to a contract. These terms do not make either of us the other's agent, partner or employee, or create a joint venture.

26.2 You need our written permission to transfer this agreement. We may transfer it as part of a merger, restructuring or sale of the relevant business. We must follow the law and preserve your contractual rights.

26.3 We may use infrastructure providers, contractors and subprocessors to supply services. This does not remove responsibilities we keep under this agreement or the law.

26.4 Someone outside this agreement cannot enforce these terms unless the law or an applicable agreement clearly gives them that right.

27. Which law applies and how to raise disputes

27.1 Singapore law governs these terms. Singapore's courts may hear disputes about these terms or the services, subject to rights that cannot legally be excluded.

27.2 This choice does not remove binding consumer protections in your country of residence. Nor does it remove other protections that apply regardless of the law or court chosen in a contract.

27.3 Please raise a dispute through support first so we can try to resolve it. You may still seek an urgent court order, dispute a protected payment or complain to a regulator. You may also start proceedings needed to protect a legal right or meet a deadline.

27.4 Following a lawful request or duty in another country does not, by itself, change the law governing this agreement.

28. Other terms about this agreement

28.1 These terms, your order, the relevant service description and any separately agreed terms form your ultra.sh service agreement. Section 1 (Terms of Service - 1. Who we are and how these terms work) explains which terms take priority.

28.2 If a clause is invalid or cannot be enforced, the rest still applies as far as the law allows. Any change to the invalid clause must also be allowed by law.

28.3 Waiting to enforce a right does not mean giving it up. If we or you give up a right in one situation, that applies only to that situation.

28.4 Headings help you find information. They do not change a clause's meaning.

28.5 Duties intended to continue after the service ends still apply. They include payments already owed, applicable refunds, confidentiality, privacy, lawful record-keeping, intellectual property rights, liability and disputes.

28.6 These terms are written in English. If we provide a translation, the English version takes priority where the law allows.

28.7 Contact us through the official channels in section 24 (Terms of Service - 24. Notices and contact details) if you have questions about this agreement.

If you require further assistance, you can open a support ticket here.

• 1. Who we are and how these terms work
• 2. What the main words mean
• 3. Your account responsibilities
• 4. What we provide and what you manage
• Your VPS and its resources
• Maintenance and support
• Addresses, locations and subscriptions
• 5. Allowed use and fair use
• 6. Keeping your VPS secure
• 7. When support staff may access information
• 8. How we respond to problems and breaches
• 9. Copyright complaints and other content abuse
• 10. Protecting children
• 11. Rights in your content and our materials
• 12. Billing, payments and taxes
• 13. How to cancel
• 14. Refunds and account credit
• Your first ultra.sh order
• How much we refund
• First orders for longer billing periods
• Mistaken payments
• What the voluntary refund offer excludes
• Account credit and inactive accounts
• Payment disputes and chargebacks
• 15. Credits for downtime and drive failure
• What the service level agreement covers
• How much credit you can claim
• What is excluded
• 16. Privacy and personal data
• Our responsibilities and yours
• Information we may use
• Support tickets
• Account details, passwords and payment records
• Keeping and sharing information
• Security and your privacy rights
• Cookies and similar technologies
• 17. Removing exposed sensitive information
• 18. Responding to security incidents
• 19. Legal requests and law enforcement
• 20. Backups, availability and data loss
• 21. Our promises and limits on liability
• 22. When you must cover claims against us
• 23. Events beyond reasonable control
• 24. Notices and contact details
• 25. Keeping information confidential
• 26. Our relationship and transfers of this agreement
• 27. Which law applies and how to raise disputes
• 28. Other terms about this agreement