Terms of Service

1. Who we are

IntoClouds ("IntoClouds", "we", "us", "our") is a cloud hosting service — virtual private servers (VPS), domain registration and transfer, DNS management, and email hosting — sold through a single web panel. IntoClouds is operated from Chișinău, Republic of Moldova. You can reach us at hello@intoclouds.io or through our support bot on Telegram, @IntoClouds_bot.

Our platform runs on Hetzner Cloud. Our own systems and your account data are hosted in the European Union; the servers you create run in the region you pick when you create them — Germany, Finland, the United States or Singapore. Payments are handled by Polar as our merchant of record — see section 6.

2. The agreement

By creating an account or using the service you agree to these Terms of Service, the Acceptable Use Policy and the Privacy Policy, which are all part of this agreement. If you use the service on behalf of an organisation, you confirm you are authorised to bind that organisation, and "you" means both you and that organisation.

If you do not agree with these terms, do not use the service.

3. Your account

To open and keep an account you must:

• provide accurate, current and complete information, and keep it up to date — this matters especially for domain registrations, where registries require accurate registrant details;
• be at least 18 years old, or the age of majority where you live if that is higher;
• keep one account per person unless we have agreed otherwise in writing (an organisation may of course invite several members to its workspace);
• keep your login credentials confidential and take reasonable care of them — you are responsible for activity under your account until you tell us it has been compromised.

We secure passwords with the argon2id hashing function and never store them in plain text. You can enable two-factor authentication in your settings, and we recommend it.

4. Acceptable use

Your use of the service is governed by our Acceptable Use Policy (AUP), which is incorporated into this agreement by reference. Because we run on Hetzner Cloud, Hetzner's own acceptable-use rules also flow down to you. Breaching the AUP can lead to suspension or termination as described there and in section 11.

5. Service levels

We work hard to keep the platform available and to provision resources quickly, but at this stage we do not offer a service level agreement (SLA) or any guaranteed uptime percentage. We would rather say this plainly than publish a number we cannot yet stand behind. The service is provided on a commercially reasonable, best-effort basis, and it may be affected by maintenance, upstream provider incidents, or events outside our control.

If we introduce an SLA in future, we will publish it and update these terms as described in section 14.

What we do commit to is availability of people, not of the platform. We keep no office hours. If your server is unreachable or your site is down, report it at any hour — including nights, weekends and holidays — and one of our engineers will work on it, rather than telling you to wait for the next business day. Reports are taken through our Telegram channel, @IntoClouds_bot, where a bot records the request so nothing is lost and a human picks it up.

This commitment covers outages: your server, DNS or mail not working. Ordinary questions — how to add a record, which plan to choose, an invoice query — are answered during reasonable hours. We do not state a response time in minutes for either, and nothing in this section creates an SLA or a guaranteed response time; it describes how we work, and you may hold us to the spirit of it.

6. Billing & prices

All new customers pay for email, including VPS customers. Existing accounts keep their previous email terms.

Billed per mailbox in USD. Annual payment costs 10 monthly payments for 12 months. Applicable taxes are added at checkout. Domain registration is separate.

Payments are processed by Polar (Polar Software Inc.) acting as our merchant of record. That means Polar is the seller of record for your purchase, charges your payment method, issues the receipt, and is responsible for collecting and remitting any applicable VAT or sales tax based on your location.

• VPS are billed monthly in advance (prepaid) per server.
• Domains are billed yearly for the registration or renewal term.
• Prices are shown in US dollars (USD) and exclude any local taxes, which Polar adds and collects at checkout where required.

Prices are always resolved on our side from your chosen plan or domain — the amount is never taken from anything sent by your browser. We may change prices for future billing periods; changes never apply retroactively to a period you have already paid for.

7. What happens if a payment fails

The deletion policy below applies to VPS. Email access pauses after a three-day renewal grace period; stored mail is retained. Canceling email preserves access until the paid period ends.

If a renewal payment fails, the affected subscription is marked past due and the following happens automatically. These steps match exactly what the platform does:

1. Warning. We notify you that the payment failed and tell you the date the server will be suspended if it stays unpaid.
2. Suspension after 3 days past due. The server is powered off and marked suspended. Your data is retained — nothing is deleted at this point. If you pay during this window, the server is powered back on automatically.
3. Permanent deletion after 14 days past due. If the subscription is still unpaid 14 days after it became past due, the server and its snapshots are permanently destroyed at the infrastructure provider. This cannot be undone.

Please keep a valid payment method on file and act on payment-failure notices promptly. If you want to keep a copy of your data, export it before the deletion deadline (see section 10).

8. Refunds & right of withdrawal

We do not offer pro-rata refunds for the unused part of a billing period. If you cancel a monthly VPS subscription, it stays active until the end of the period you have already paid for and is not renewed after that.

If you are a consumer in the European Union, you have a statutory 14-day right of withdrawal for distance contracts. By asking us to begin providing a service immediately — for example by deploying a server as soon as you order it — you request that performance begins during the withdrawal period and acknowledge that you lose the right of withdrawal for any part of the service already fully performed, and that for a partially performed service you may owe an amount in proportion to what has been provided. To exercise a withdrawal right, contact hello@intoclouds.io.

Domains are treated separately — see section 9.

9. Domains

Domain registrations and transfers are carried out through our upstream registrar and the relevant domain registry. When you register a domain you also agree to ICANN's requirements and the policies of the registry for that top-level domain. That includes, among other things, keeping your registrant contact details accurate, and the standard 60-day transfer lock that applies after a registration or transfer.

Domain fees are non-refundable once a domain has been registered, renewed or transferred, because the registry fee is paid immediately and cannot be recovered by us. This applies even within the consumer withdrawal period described in section 8.

10. Your data & backups

You own the content you store on your servers and in your mailboxes. You are responsible for that content and for having the rights to it.

Servers are not backed up automatically by default. Automatic daily backups are an optional paid add-on you can switch on per server from the panel: the infrastructure provider backs up the whole disk once a day, keeps the last 7 off-server, and the add-on is billed monthly at 25% of that server's subscription. Until you switch it on, nothing is backed up for you. You can create snapshots yourself from the panel at any time, and either way you remain responsible for keeping your own copy of anything you cannot afford to lose, and for testing that you can restore it. Backups and snapshots are stored at our infrastructure provider and are deleted when you delete them, when you turn backups off, or when the server is destroyed (including the non-payment deletion in section 7).

Server management access. So that features like one-click HTTPS can be set up for you automatically, a platform management SSH key is added to servers when they are created, alongside your own key. We use it only to run the managed action you request (for example, installing and configuring the web server to obtain and renew a free Let's Encrypt certificate) — never to read your data. If you would rather we hold no access to a server, tell us and we will not enroll it; that server simply will not offer the one-click managed features. You remain the administrator of your server at all times.

11. Termination

You may stop using the service and close your account at any time by deleting your resources and asking us to close the account.

We may suspend or terminate your account or specific resources if you materially breach this agreement or the Acceptable Use Policy, if required by law, or to protect the platform, other customers, or third parties from harm. Where practical we give notice first, but for active harm we may suspend immediately and without prior notice, as described in the AUP. On termination, your right to use the service ends and your resources may be deleted.

12. Limitation of liability

To the fullest extent permitted by law, IntoClouds is not liable for indirect, incidental, special or consequential damages, or for lost profits, revenue, data or goodwill, arising from your use of or inability to use the service.

Our total aggregate liability to you for any claim arising out of or relating to the service is limited to the total fees you paid to us for the service in the three (3) months immediately before the event giving rise to the claim. Nothing in these terms excludes liability that cannot be excluded under applicable law, including your mandatory rights as a consumer.

13. Governing law

This agreement is governed by the laws of the Republic of Moldova, without regard to its conflict-of-laws rules. If you are a consumer, you also keep the protection of any mandatory consumer-law provisions of the country where you live.

14. Changes to these terms

We may update these terms from time to time. If we make a material change, we will give you at least 30 days' notice by email before it takes effect. Continuing to use the service after a change takes effect means you accept the updated terms; if you do not agree, you can close your account before then. The "Last updated" date at the top of this page always reflects the current version.