Important Notice

PacketCove agrees to provide the services stated for the price agreed at any given time, we do not mislead clients with hidden costs.

Herein this document, all usage of the words "we", "us", and "our" refer to PacketCove. The content of this Terms of Service document is a legally binding agreement for any account holders with PacketCove. We reserve the right to terminate and cancel any client and services at any time, for any reason. All clients must agree upon the document listings described below which is subjected to minor changes without notice.

Service Abuse

By using our services, you agree to not abuse systems or networks in any way that may harm the usability of other client services, or harm outside networks or individuals. This includes but is not limited to: hosting or distribution of malicious files, targeted harassment towards individuals (invasion of privacy, including websites based around racism), outbound network attacks (DoS), copyright or trademark infringement, piracy (including server license cracking, i.e. Teamspeak servers, forum software), tor exit nodes, fraud, phishing, gambling/lottery sites, unsolicited e-mail spam, malicious network scanning, public proxy or VPN services, cryptocurrency mining and other forms of resource abuse that may cause harm to other clients. We do not impose hard limits on server load, however if a client server is causing high load on a host system your server may be restarted or suspended until the client can look into the problem. If you're on a shared service (virtual private servers or game servers), you may not utilize 100% of allocates cores for an extended period of time, dependent upon the average load on the system at the time. We do not impose hard load limits, so if you have software that may occasionally use more than average it is usually acceptable. If you run software that requires high CPU usage on a constant or unusual basis, please contact us beforehand. CPU cores allocated to virtual machines are not dedicated physical cores. "vCPU" is an allocated core/thread on a server for the client virtual machine. You can utilize all resources of vCPU at any time with no limitations.

Refunds and Cancellations

Refunds may be granted within 7 days of the activation of your virtual private servers or services. Dedicated Servers are non-refundable. Some payment methods cannot be refunded. Refunds can be processed through PayPal or your original payment method. Cancellations will be processed soon after the request is submitted. Cancellation requests must be submitted through your client area or requested via ticket. If a service is overdue, the service may be automatically terminated after 72 hours and your data destroyed. We will not be held responsible for reminding you to pay invoices, although we do send out invoice reminders via email. We do advise you to keep records of your due dates and pay service invoices on time to avoid termination. All PayPal refunds may be subjected to a handling fee, this fee will be no more than $0.30 + 5% of the original transaction and is the charge of the time and labour for us to process your refund.

Data and Account Responsibility

You, the client, are responsible for the data on your server. We are not responsible for any data loss that may occur during rare incidents such as hardware failures, however if hardware failures occur we will attempt to restore data from our automated backups. You are responsible for the actions that occur on your service.

Automated Backups

We may provide free automated data backups for certain services, if so, these are taken solely for administrative purposes such as disaster recovery (disk or raid failure, etc.) and as so, we do not provide continuous access to these backups for client-end data issues. Additional fees may apply for continuous technical support regarding restores and backup at a minimum rate of $35.00 per hour.

Support

All requests must be submitted through your Client Area by submitting a support ticket. We are not required to provide technical support via live chat, social media, or other unofficial contact methods. We provide self-managed services, meaning the client is responsible for configuring their services unless a management service is purchased. Semi-managed services may be requested via support ticket and includes services such as software setup and configuration, troubleshooting, and other server-side functionality.

Affiliates

Our affiliate system is aimed at providing clients a chance to receive account credit in exchange for referring new customers. Affiliates can request commission payout to a PayPal account or to their account credit balance. Direct SEO marketing or attempts to rank higher than our own advertisements, or falsely representing us in efforts to gain credits is not allowed. All billing issues relating to affiliate accounts must be reported to us within 7 days. We will process affiliate payouts within 24 hours upon commission withdraw request, withdraw requests are normally processed in under 30 minutes. Affiliates receive recurring commission for orders through their affiliate link, this means if a client purchases a service and pays for it for three (3) months, the affiliate will receive three (3) months worth of commission. We reserve the right to modify the affiliate commission by a margin of 3% (-/+) within 6 month intervals.

Payment Chargebacks

Credit card chargebacks and payment disputes are prohibited and may result in termination or suspension of your service without warning. Chargebacks or disputes will instantly disqualify the client from receiving a refund for any payments, and may prohibit ordering of future services. If you have an issue with a payment, contact our billing department for a solution.

Account Privacy

We do not require accurate identifying information (address, name, phone number) but reserve the right to close accounts that we deem a financial risk to our business. We may require accurate information when processing debit and credit card payments. We collect information at the time of registration and ordering including full name, address, e-mail address and phone number. All information is used solely for transaction purposes and to better service you upon support requests. All billing and data transactions are sent via SSL/TLS. Please refer to the Privacy Policy for more information regarding account privacy.