Terms of Service

Last updated: [DATE]

1. Who this agreement is with

CloudRelay is operated by [LEGAL ENTITY NAME], registered in [COUNTRY], company number [COMPANY NUMBER], at [REGISTERED ADDRESS]. In these terms "we" and "us" mean that company, and "you" means the person or organisation holding the account.

By creating an account you accept these terms, the Acceptable Use Policy, and the Privacy Policy.

2. What we provide

A managed server, provisioned and maintained by us, on which you deploy and run your applications or websites. Each account gets its own isolated virtual server; we do not put multiple customers' workloads on one machine.

Your plan determines the size of that server and how many apps or sites it is intended to run. Plans, prices, and what each includes are described on our website at the time you subscribe.

3. Your account

• Give us an email address you actually monitor. It is how we reach you about outages, billing, and security.
• Access to your account is by a single-use link sent to that address. Keep control of the mailbox; anyone who can read it can access your account.
• You are responsible for everything that happens on your server, including what people you give access to do with it.
• You must be at least 18, or otherwise legally able to enter a contract.

4. Free trial

• New accounts get a [14]-day free trial.
• A valid payment method is required to start the trial. Nothing is charged until the trial ends.
• The trial converts automatically to a paid subscription at the end of the period unless you cancel before then. You can cancel from your dashboard at any time during the trial, and you will not be charged.
• One trial per customer. Creating additional accounts to obtain repeated trials is a breach of the Acceptable Use Policy.
• Trials are subject to the same Acceptable Use Policy as paid accounts.

5. Fees, renewal, and the price you pay

Subscriptions are billed monthly in advance in US dollars, through our payment processor, Stripe. We never see or store your card details.

The price you join at is the price you renew at

We will not increase the price of your existing subscription for as long as you keep it, on the plan you signed up to. If we raise prices, that applies to new customers only. The two exceptions are changes in tax or statutory charges we are required to collect, and a plan change you choose to make yourself.

Taxes

Prices are shown exclusive of VAT or sales tax unless stated otherwise. Any tax we are legally required to collect is added at checkout.

Failed payments

If a payment fails, Stripe retries it over several days and emails you. If it is still unpaid after [14] days we may suspend your server. We will email you before that happens.

6. Cancelling

• You can cancel at any time from your dashboard, which takes you to Stripe's billing portal.
• Cancellation takes effect at the end of the period you have already paid for. Your server keeps running until then.
• We do not pro-rate refunds for partial months. The free trial exists so you can evaluate the service before paying anything.
• After cancellation we keep your data for [30] days in case you come back, then delete it.

7. Backups

We take daily backups of your server and retain them for [7] days. You can ask us to restore one and we will do it for you.

Please keep your own copies of anything you cannot afford to lose. Backups are provided on a best-efforts basis. We are not liable for lost data where a backup fails, is incomplete, or does not contain what you expected. This is not us being evasive: it is genuinely true of every hosting provider, and the ones who imply otherwise are the ones to worry about.

8. Support

Support is by email at support@cloudrelay.ai. We aim to respond within one hour during [HOURS OF COVER, e.g. 09:00–18:00 CET, Monday to Friday], and to acknowledge anything urgent outside those hours as soon as we can.

These are targets, not contractual guarantees, and they cover our response — not how long a fix takes. Support covers the server and the platform. It does not extend to writing or debugging your application code, though in practice we will usually help you anyway.

9. Availability

We work hard to keep your server up and monitor it continuously, but we do not offer a contractual uptime guarantee or service credits. Planned maintenance is announced in advance by email where it will cause downtime.

10. Your content

Everything you put on your server remains yours. We claim no ownership of it. We access it only when necessary to operate the service, to help you with something you have asked for, or where we are legally required to.

You are responsible for having the rights to what you host, and for complying with the Acceptable Use Policy.

11. Leaving, and taking your data with you

Everything runs in standard containers on standard infrastructure. If you decide to move elsewhere, tell us and we will help you export your application, data, and configuration. We will not hold your data hostage, charge an exit fee, or make you wait.

12. Suspension and termination

We may suspend or terminate your account if:

• you breach the Acceptable Use Policy;
• payment remains unpaid after the period described above;
• we are legally required to.

Except where there is active harm, illegal content, or a legal obligation, we will contact you first and give you a reasonable chance to fix the problem. You may close your account at any time.

13. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that, our total liability to you in any twelve-month period is limited to the amount you paid us in that period. We are not liable for lost profits, lost revenue, lost business, or lost or corrupted data.

The service is provided without warranties beyond those stated here and those that cannot be excluded by law.

14. Changes to these terms

We may update these terms. We will email account holders about material changes at least [30] days before they take effect. If you do not accept a change, you may cancel before it applies.

15. Governing law

These terms are governed by the law of [JURISDICTION], and the courts of [JURISDICTION] have exclusive jurisdiction. If you are a consumer, this does not deprive you of the protection of mandatory rules in your country of residence.

16. Contact

[LEGAL ENTITY NAME]
[REGISTERED ADDRESS]
support@cloudrelay.ai