1. Definitions

"Virtual Host", "we", "us", or "our" means Virtual Dedicated Datacenter Services, a company organised in the United Arab Emirates with offices at Dubai Silicon Oasis, DDP, Building A2, Dubai, UAE.

"Customer", "you", or "your" means the person or entity that registers an account, places an order, or uses any Service.

"Services" means dedicated servers, virtual servers, colocation, network connectivity, IP address allocations, support, and any related products we provide to you.

"Account" means the customer record associated with your registration in our client portal.

2. Eligibility and Account Registration

You must be at least 18 years old and able to form a binding contract under applicable law. You must provide accurate, complete, and current information when registering, and update it promptly if it changes.

You are responsible for keeping your Account credentials confidential and for all activity that occurs under your Account. Notify us immediately at security@virtualhost.ae if you suspect unauthorised access.

3. Services and Provisioning

We will provision your ordered Services within the timeframes published on our website at the time of order. Setup times for custom configurations may be longer and will be communicated in writing.

Hardware specifications and locations are described on the order page. Where minor component substitutions of equal or better specification are necessary (for example, due to supply availability), we may make them without prior notice provided performance is equivalent or improved.

4. Fees and Billing

4.1 Charges

You will pay the fees stated on the order at the chosen billing interval (monthly, quarterly, or annually). Prices are in UAE Dirhams (AED) unless otherwise stated and are exclusive of any applicable taxes, which you are responsible for.

4.2 Renewal and Auto-Pay

Services renew automatically at the end of each billing period unless cancelled. We will attempt to charge your registered payment method on the renewal date. If a charge fails, the Service may be suspended until payment is received.

4.3 Late Payment

Invoices unpaid 7 days after the due date may incur a late fee of up to 5% of the outstanding balance. Services unpaid beyond 14 days may be suspended; beyond 30 days, terminated and the data deleted.

4.4 Refunds

New dedicated server orders are eligible for a 72-hour money-back guarantee from the time of provisioning. Refunds are processed to the original payment method within 14 business days. The guarantee does not apply to renewals, custom hardware orders, software licenses, or setup fees.

5. Acceptable Use

Your use of the Services must comply with our Acceptable Use Policy, which is incorporated into these Terms by reference. Violation of the AUP is a material breach of these Terms.

6. Service Level Agreement

We target a network uptime of 99.99% per calendar month, measured at the upstream router for your assigned datacenter. If we miss this target in a given month, you are entitled to a service credit calculated as follows:

• 99.90% – 99.989%: 5% of monthly fee
• 99.50% – 99.899%: 10% of monthly fee
• 99.00% – 99.499%: 25% of monthly fee
• Below 99.00%: 50% of monthly fee

Service credits are not paid in cash and must be requested by you in writing within 30 days of the incident. Scheduled maintenance, force majeure, and customer-caused outages are excluded.

7. Suspension and Termination

We may suspend or terminate your Services if you breach these Terms or the AUP, fail to pay, or if your use of the Services creates a risk to our network or other customers. We will provide notice where reasonably practical, except in cases of immediate harm.

You may cancel your Services through the client portal at any time, subject to the notice requirement below. Cancellation requests must be submitted at least 15 days before the next renewal date to take effect at the end of the current billing period. Requests received with less than 15 days' notice will take effect at the end of the following billing period; the upcoming auto-renewal will still be invoiced and is non-refundable. Pre-paid amounts beyond the effective cancellation date are non-refundable except as stated in §4.4.

On termination, you must remove your data within the deletion window stated in our retention policy (generally 7 days). After that window we will securely delete the data and reuse the hardware.

8. Customer Data and Backups

You retain all rights in the data you place on our Services. We do not access your data except as required to deliver the Services, comply with law, or respond to your support requests.

Unless you have purchased a managed backup add-on, you are responsible for your own backups. We do not guarantee the recoverability of customer data and recommend off-site backups for any production workload.

9. Intellectual Property

The Virtual Host name, logo, website content, and software are our property or the property of our licensors. Nothing in these Terms transfers any of those rights to you.

10. Confidentiality

Each party will protect the other's non-public information with the same care it uses for its own confidential information, and will not use or disclose it except as needed to perform under these Terms or as required by law.

11. Warranties and Disclaimers

We will deliver the Services with reasonable skill and care. Otherwise the Services are provided "as is", without warranties of merchantability, fitness for a particular purpose, or non-infringement, except those that cannot be disclaimed under applicable law.

12. Limitation of Liability

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, goodwill, or data — even if advised of the possibility.

Our total liability arising out of or related to these Terms in any 12-month period will not exceed the fees you paid for the affected Service in the 6 months preceding the claim.

13. Indemnification

You will indemnify and hold us harmless against claims arising from (a) your content or activity on the Services, (b) your violation of these Terms or the AUP, or (c) your violation of any law or third-party right.

14. Force Majeure

Neither party is liable for delays or failures caused by events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, government action, internet or utility outages, or labour disputes.

15. Governing Law and Disputes

These Terms are governed by the laws of the United Arab Emirates and the Emirate of Dubai, without regard to conflict-of-law principles. The courts of Dubai (DIFC where applicable) have exclusive jurisdiction over any dispute arising under these Terms, except that we may seek injunctive relief in any court with jurisdiction to protect our intellectual property or network.

16. Changes to These Terms

We may update these Terms from time to time. Material changes will be notified by email to the Account contact at least 30 days before they take effect. Continued use of the Services after the effective date constitutes acceptance.

17. Notices

Notices to you may be sent to the email or postal address on file in your Account. Notices to us must be sent to legal@virtualhost.ae with a copy to our registered address.

18. Entire Agreement

These Terms, the AUP, the Privacy Policy, and any order forms constitute the entire agreement between you and us regarding the Services and supersede prior agreements on the same subject.