General Policies

At CreeperHost, we are dedicated to ensuring all our company policies are available for our customers' pre- and post-purchase. We will keep this page updated to the best of our ability and anticipate any new policies or policy changes to be reflected here within 14 working days. The last revision was on the 9th of April 2020

Location Policy

We request that you provide a preferred location at order time, and we will always attempt to provision your service within this location within 72 hours.

If we do not believe we will be able to provide a service within the preferred location in the above timeframe, we may choose an alternate location if we deem that the latency change will be insignificant.

It is unlikely to occur except during seasonal sales where it becomes hard to provision hardware due to upstream suppliers being unavailable.

If we believe the change will be significant, we will await further instructions from you.

Should you encounter "lag" issues, please contact support via the control panel for investigation as it is unlikely to be latency related.

Support Policy

We request that you only ask us for help with things you cannot resolve yourself with the included tools.

We reserve the right to de-prioritise or refuse your tickets should they place a disproportionate burden on our support team or offer you a paid support package or hourly quotation.

Any conduct deemed inappropriate submitted through our ticketing system may result in the suspension or termination of your service at our discretion.

Satisfaction Policy

At CreeperHost, we all come from the gaming community, mostly Minecraft. We either make mods, run servers ourselves, or otherwise enjoy being a part of that community. We know what we'd want from a server host, and we strive to achieve that with the services we offer.

From time to time, customers do not always agree with us, and it is our goal to ensure that they remain satisfied.

It is our policy to provide credits and refunds in the following circumstances.

REFUNDS ARE AVAILABLE

Refunds are available under the following conditions.

• Full refunds subject to our transaction fee policy
  • Requested within the first 72 hours when presented with a written, complete reason for you being dissatisfied with our service.
• Pro-rata refunds
  • Requested within the first 28 days of the services creation date.

Any refunds outside of this period are at CreeperHost's discretion and will always be pro-rata and subject to our transaction fee policy.

These conditions are subject to the terms stated later in this document.

ACCOUNT CREDIT IS AVAILABLE

If we have any downtime within our control that has not been scheduled at any point in your service.

refund and account credit terms

You automatically withdraw from our satisfaction policy if the issues with your service are deemed due to the incorrect choice in service level or you have chosen a software package marked as unsupported or have modified the software (configurations or mods).

We provide a minimum specification on the website to ensure your service runs as it should with default configurations. You may be offered a discounted upgrade to help resolve the issue should we decide the issue is due to a software change by the game developers.

Refunds may take up to 3 working days to be accepted and processed by CreeperHost. Any chargebacks or disputes started in this time will delay the refund process.

Refunds are only available to the original payment source in the case of PayPal and Credit/Debit card; all other payment methods will be refunded as an account credit.

Dedicated hardware is excluded from refund policies unless explicitly stated otherwise in a signed contract by both parties.

All paid domain name registrations, renewals and transfers are non-refundable.

Transaction Fee Policy

Refunds through external processors are subject to a GBP 3.50 (exclusive of any applicable taxes) fee.

Any Playments transactions will have any related fees passed onto the account holder.

Cancellation Policy

Cancellations can be requested at any time no less than 72 hours before the next due date for services based upon our virtual server/container platform and 28 calendar days before the next due date for all other services.

Cancellations requested after this point will be approved at the discretion of CreeperHost LTD.

Failure to comply with the above may result in collection proceedings which could adversely affect your ability to get credit or open bank accounts in the future.

Services terminated due to non-payment (without a cancellation request submitted) may have a backup taken by us prior to deletion and a charge of GBP 4.99 exclusive of VAT added to the account. This charge will only need to be paid if you wish to recover this data. This data can only be recovered onto a new service of the same name.

Overpayment

Overpayments are not due refund by default; we will consider them on a case by case basis.

Credit Policy

Any credit balance is no longer a fiat currency and can only be spent at CreeperHost.

Bandwidth Policy

1. All our 'Unlimited' options are subject to fair usage.

2. Bandwidth fair usage is limited at 2.93TiB(3000GB), but will only be enforced as required.

3. Enforcement may come in a variety of ways, including; rate limiting, service being discontinued or an agreement to pay overage fees based on the cost of bandwidth in the region.

CreeperHost API Policy

CreeperHost's API, referred to as "API", "Aries API", "Aries" is a service which is provided as a tool for our customers, no credit can be given if outages are caused by misuse or if any of our endpoints are still running as intended, should there be an overall outage, account credit may be given as per our SLA.

CreeperPanel Policy

CreeperPanel referred to as "Control Panel", "CP", "CreeperCP" and "CreeperPanel" is provided as a free tool to assist you in the management of your service, but is not part of your service. This tool is not required to use your VPS as SSH is provided with full root access, you are welcome to install any control panel software desired on your server. However, we will not provide technical support for the usage of third party software to manage your service.

Community Services Policy

CreeperLabs, MineTogether, & Modpacks.ch are the CreeperHost community-driven services, CreeperHost cannot be held responsible for user-posted information. However, CreeperHost will make a best-effort attempt at moderating all services provided to the community.

Customers CreeperHost accounts are often directly linked and may be liable for all actions they take on community-based systems.

Unfortunately, you are responsible for any VIP's or sub-accounts associated with your service; all actions were undertaken by said personnel will be held accountable against the primary account holder.

Remember, this is a community, all advice is given as a server administrator, and is provided without warranty.

Acceptable Use Policy

CreeperHost's Acceptable Use Policy ("Policy") is intended to help protect the CreeperHost service, CreeperHost clients and the Internet community in general from irresponsible or, in some cases, illegal activities, and the client agrees to be bound by the policy.

1. The client and their end-users shall not, nor shall they permit, enable, or assist others, to use the Services for any breach of any applicable law or generally accepted transmission or application protocols appropriate to the Internet or any part of it or to anything connected to it or to any user of it. Such prohibited use includes but is not limited to the following: a. civil infringement of and/or criminal offences relating to copyright, trademarks or any other intellectual property right in any jurisdiction; or b. commission of any criminal offence (including deliberate transmission of computer viruses) under the Computer Misuse Act 1990 (UK) or any similar legislation in any country; or c. knowingly or recklessly transmitting, displaying or posting to a publicly accessible service any material which is unlawful or actionably defamatory or an invasion of privacy, breach of an intellectual property right or violation of a right of publicity in any jurisdiction with which any publicly accessible service reasonably appears to have any connection or from which it may reasonably be apprehended that a publicly available service is likely to be significantly accessed; or d. transmitting, transferring, displaying or posting to a publicly accessible service any material in breach of the Data Protection Act 1998 (UK) or similar legislation in any other country or of any material which is confidential or is a trade secret or which affects the national security of the United Kingdom or the said territory or which may expose CreeperHost to any retribution or penalty under the laws and/or regulations and/or decrees of the United Kingdom or any other country relating to the export of or dealing with military or potentially military resources; or e. use of the Services or the Internet in any manner which is a violation or infringement of any rights of any kind or nature (whether like to any of the foregoing or otherwise) of any person, firm or company; or f. unauthorised access to the network management equipment of CreeperHost or other Internet service providers; or g. forgery of Internet addresses or other fields in IP packets by the client; or h. any sending of unsolicited email messages or any mass mailing of unsolicited advertising material by the client; or i. any activity that potentially could harm the CreeperHost Network, its clients' networks or other networks, including but not limited to traffic flooding, malicious overflows, etc.; or j. any activity that CreeperHost decides at its absolute discretion is an inappropriate use of the Services.

2. The client is responsible for:

a. Maintaining email addresses of the forms [email protected] and [email protected] for receiving complaints of network abuse activities, as suggested by Internet Official Protocol Standard RFC 2142. Typically, these email addresses will forward emails to the real user accounts of the responsible persons for treating the network misuse complaints. b. The activities of its customer base or end-users and, by accepting service from CreeperHost, is agreeing to ensure that its clients abide by this policy. If irresponsible or illegal activity continues, even after CreeperHost tries to communicate with the client, then the client may be subject to appropriate action in order to stop those activities.

3. All complaints related to network misuse, including email abuse are to be sent to [email protected]

4. IRC services or IRC-related services are permitted if they do not connect to EFnet and/or Undernet. This includes, but is not limited to: "IRCd servers," "eggdrops," "bots," and "bouncers." The purpose of this restriction is to prevent attacks on the CreeperHost service due to malicious activity that has been known to occur on the IRC networks EFnet and Undernet. In the event of an issue arising from IRC based services, we reserve the right to restrict IRC to any client at any time without warning.

5. The client agrees that they will respond to any Abuse Complaints within 12 hours.

Updates

We will routinely update this and ask people to check back regularly