By using the Cloud Host Shop services, you acknowledge that you have read our set of legal documents
and agree to be bound by the terms and conditions contained herein as well as all acceptable use
policies incorporated by reference.
Service Level Guarantees
30 DAY MONEY BACK GUARANTEE
If, for any reason, you are dissatisfied with our hosting services, we will refund your hosting fees at any time
during the first 30 days after you have signed up for an account with us. You can email us at
billing@duoservers.com and receive full refund for your hosting plan within the 30-day money-back period.
Please, NOTE that domain name registrations are final and non-refundable. As changes are no longer allowed after
a registration request is submitted, you should always check for correct spelling before purchasing a domain
name.
SERVICE GUARANTEES
The Service Provider guarantees that the main virtual machine where your VPS is located will be up
and running at least 99.9% of the time during your subscription with us. However, we cannot be held
responsible for upstream problems outside of our network and areas where the Service Provider has no
direct influence, such as backbone provider failures, fiber-optic main line cuts, DNS or Registrar
problems with subscribers’ domain names, routing problems between a client’s location and our data
center. The uptime guarantee is also not applicable if the service interruption was caused by a
natural or unnatural event that is not directly under the control (or jurisdiction) of the Service
Provider. The Service Provider may temporarily deny or terminate the Service upon client’s failure
to pay their charges at due time.
The Service Provider guarantees 99.9% network uptime and server stability for the main virtual
machine. This, however, does not refer to problems stemming from:
Server Hardware Breakdown.
User error(s) or purposeful interruption(s) (e.g. if the client shuts his/her own server down,
the Service Provider is not responsible for the downtime).
Failures due to software that is not explicitly supported by the Service Provider. Consequently,
if a hardware crash provoked by the customer happens, the Service Provider has no responsibility
for the resulting downtime.
is any
unplanned or unexpected interruption in the network availability due to hardware, software, network
connectivity or data center problem, during which a 100% packet loss is experienced.
is any scheduled interruption of
the services for the purpose of network software/hardware upgrades, or replacement of any network
equipment in order to be provided better service for the customers. Scheduled downtimes occur within
pre-notified downtime periods, with as many warnings as possible sent via e-mail or posted in our news
section minimum 24-hour in advance
The Service Provider guarantees 24/7 support available 365 days per year, for all the pre-installed
software on your VPS. Support is available via our online Contact Us form, via email, and the VPS Plan
Manager integrated ticketing system. Each ticket is replied to within no more than 60 minutes after it
has been opened.