General Terms of Service

1. Parties, purpose and definitions

These terms govern the contract between 24racks and the individual or legal entity placing the order, referred to as the “Customer”. They apply to the services expressly included in each order: VPS, dedicated servers, web and game hosting, IP connectivity, transit, network infrastructure and anti-DDoS protection.

The “Service” is the service identified in the order. A “Consumer” orders outside a trade or profession. A “Business Customer” orders as a company, professional or self-employed person.

Provider

24RACKS CLOUD S.L.

Tax ID

B26771048

Registered office

Barrio Murueta Torre Auzunea 9F 2B, 48200 Durango, Bizkaia, Spain

Contract contact

asistencia@24racks.com

2. Order, activation, term, renewal and cancellation

An order is accepted when 24racks confirms it or activates the Service, as appropriate. Product specifications, price, billing cycle, limits and special conditions are those displayed in the order or the relevant product page.

The Service lasts for the selected term and may renew on that billing cycle unless cancelled using the channel and notice shown in the customer area. Activation is subject to verification, availability and technical requirements.

3. Billing and payment

Price, taxes, payment methods and due dates are displayed before ordering. Customers must keep billing data current. In case of non-payment, 24racks may request payment, restrict or suspend the Service and, after the applicable process, terminate it; this does not waive accrued charges or mandatory rights.

4. Responsibilities and service scope

Customers must give accurate information, protect credentials, use the Service lawfully and comply with the Acceptable Use Policy. For unmanaged services, Customers manage the operating system, applications, updates, configuration, internal firewall, software, content, licences and their own backups.

24racks is responsible for physical hardware, network and virtualisation platform under its control, within the ordered scope. Managed work only includes tasks expressly described in the offer.

5. Security, data and backups

Customers must keep independent copies of critical information. Included snapshots or backups are not, by themselves, the Customer’s sole valid copy and do not guarantee absolute recovery unless a product expressly says otherwise.

Each party must take reasonable measures within its own scope. Where 24racks processes personal data on the Customer’s behalf, the Data Processing Terms apply where relevant.

6. Suspension, termination, changes and liability

24racks may take proportionate measures, including throttling, isolation, filtering, suspension or termination for breach, non-payment, abuse, security or stability risk. It will notify in advance where reasonably possible, but may act immediately in an emergency.

No liability that cannot legally be excluded is excluded. To the extent permitted by law, neither party is liable for indirect losses, lost profit, Customer data not backed up by the Customer, or events outside 24racks’s reasonable control. Changes will be notified reasonably when material; the Customer may cancel before they take effect where appropriate.

7. Consumers: withdrawal, commercial refunds and jurisdiction

Consumers retain all mandatory statutory rights. When they request that a Service begin during the statutory withdrawal period, 24racks will obtain the applicable express declaration before performance starts.

The consequences of withdrawal depend on the nature of the Service and the extent to which it has been performed. The applicable information is displayed during the product ordering process.

Any commercial refund guarantee is additional to statutory rights and never limits them. Its terms may vary by product, particularly for provisioned services, licences, IP addresses and set-up fees.

Mandatory consumer jurisdiction rules are respected. For Business Customers, unless mandatory law says otherwise, the courts of Durango, Bizkaia have jurisdiction.