Terms of Service
Terms of Service
Version Date: 05-08-2014
Citadel Servers (“we”, “us”) provides hosting, domain registration and dedicated server hosting services together with such other services as are agreed between it and the customer (“the Services”).
In these General Conditions, and in any Special Conditions applicable to the contract.
1.1 The following terms shall have the following meanings unless the context otherwise requires:
Conditions: these General Conditions and the Special Conditions which are applicable to the Contract.
Contract: the contract between the Supplier and the Customer for the sale and purchase of the Services, in accordance with these Conditions.
Customer: The person, firm or company who purchases Services from the Supplier.
Diagnostics: analysis conducted by Supplier at the Customer's request to identify a malfunction of the Service.
Documentation: the documentation and tools made available to the Customer on the Supplier’s website.
Hardware: the equipment, cabling and systems provided by the Supplier in connection of the Services.
Incident: a problem or malfunction of the Service.
Keywords: those words notified to the Customer by the Supplier which control the Customer’s access to some of the Services including without limitation a password and username.
Order: a request made by the Customer to the Supplier for Services to be supplied under the Conditions.
Quotation: a proposal sent by the Supplier to the Customer for the provision of certain Services at the quoted price.
Service: all services provided by the Supplier to the Customer in accordance with these Conditions.
Software: the computer software provided by the Supplier in connection with the Services.
Special Conditions: any additional terms and conditions agreed between the Customer and the Supplier in writing.
Supplier: Citadel Servers
By subscribing to any of the Services and opening an account with us (“the Account”) you (“the Customer”) agree to be bound by all of our legal terms of service. These terms and conditions apply to all Citadel Servers accounts. They set out the basis on which we offer our services and should be read carefully.
2.1 Citadel Servers will use reasonable efforts to supply a continuous service. However, Citadel Servers is not liable for any loss of data resulting from delays outside of our control, missed or non-deliveries, service interruptions or by errors or omissions of the customer. Citadel Servers is not responsible for any losses suffered resulting from acts of god or force majeure including civil unrest, riots, floods, drought, fire, war and imposing legislation.
2.2 You agree that Citadel Servers is not liable to you for any special consequential damages which you may suffer as a result of loss of business, contracts, profits, savings or otherwise. Citadel Servers is unable to exercise control over material sent over the internet and excludes all liability of any kind for the publication by the Customer of inaccurate, misleading, offensive, threatening or obscene material, or material that is in breach of UK or other applicable law.
2.3 Citadel Servers’s customers are liable for all charges levied by their telephone service provider arising from the Customer's use of the Services.
2.4 From time to time Citadel Servers or its sub-contractors need to carry out maintenance on the network, which may involve temporarily shutting parts of it down. Citadel Servers will give as much notice as possible and shall try to keep this work to the period specified in the notice. Citadel Servers accepts no liability whatsoever arising from such a suspension of the service.
2.5 The Customer agrees that it will not re-sell, sub-lease, reassign or transfer any part of the Services unless Service states otherwise.
2.6 YOU acknowledge and agree that details of YOUR name, address, telephone and fax numbers together with email address(es) and assigned IP Addresses may be released to the RIPE NCC to ensure that both WE and YOU fulfil their obligations under prevailing RIPE policies and that such data may be published in whole or in part in the RIPE WHOIS database.
3.1 Customers must use the Services provided for lawful, authorised purposes only. Transmission, storage, or presentation of any information, data or material in violation of any British law is prohibited. The list of banned content includes, but is not limited to :-
(a) Illegal Material - This includes illegally exploited copyrighted works, commercial audio, video, or music files, and any material in violation of any regulation or material that is perceived to be misleading.
(b) Warez - This includes, but is not limited to, pirated software, phreaking, hacking, password cracking, IP spoofing and encrypting of any of the above. Also includes any sites which provide "links to" or "how to" information about such material.
(c) HYIP - We do not allow any HYIP sites, or sites that link to or have content related to HYIP sites.
(d) Proxy - We do not allow any proxy set-ups or connections or any sort of activity through remote proxy connections on our Shared Hosting, Reseller Hosting, VPS Hosting, Semi-Dedicated Hosting and Dedicated Servers. The first offense committed by the Customer will result in suspension of their Account. Any second violation will result in immediate Account termination.
(e) Defamatory content - any website content that makes a false claim, expressively stated or implied to be factual, that may give an individual, business, product, group, government or nation a negative image.
g) Bit Torrents: Use of software and scripts for "bit torrents" or similar is not allowed on our servers. This includes sending or receiving files using these mechanisms.
3.2 We are under no obligation to edit, review or modify the contents of your website. However, we reserve the right to remove any content without notice. For the avoidance of doubt we do not pro-actively monitor messages that you may post on our managed sites, but we reserve the right to remove such message at our sole discretion.
3.3 Any Customer found to be using the Services for any of the purposes contained in Clause 3.1 may have their Account terminated without notice.
3.4 The Customer agrees to fully and effectively indemnify Citadel Servers against all losses, costs, actions, proceedings, claims, damages, expenses, (including legal expenses) or liabilities, howsoever suffered or incurred directly by Citadel Servers in consequence of the Customers breach or non-observance of this Clause 3.
3.5 The Customer shall defend and pay all costs, damages, awards, fees (including legal expenses) and judgments awarded against Citadel Servers arising from breach or breaches of this Clause
3.3 Citadel Servers may in its absolute discretion defend such claims and may compromise such claims with the consent of the Customer, such consent not to be unreasonably withheld. The Customer shall provide Citadel Servers with the assistance necessary to defend such claims, at the Customer’s sole expense.
4.1 You agree and understand that we are not the domain registrar therefore we do not have our own nominet tags or NIC tags.
4.2 We register domains through a partner company. We do not place your details on the whois output of the domain due to legal reasons however if you commit any sort of illegal activity we reserve full right to provide the appropriate personnel with your details. If you wish to have your details displayed upon the whois output please contact us and we will be glad to assist you.
We allow websites with legal adult content only. We do not allow pornographic or sexually-explicit images of children or any pictures/video which are obtained illegally to host on our servers.
You agree and understand that the services which include MySQL include the database file size as overall file size used and is not a seperate file size limitation.
7.1 You agree and understand that any attempts to undermine or cause harm to any of our servers is strictly prohibited and that we take no responsibility for the use of our clients' accounts.
7.2 If you abuse the resources we provide in any way, we reserve the unqualified right to immediately deactivate your Account without refund.
7.3 If you operate any site using what we deem to be excessive CPU cycles or any resources that cause strain to other sites, we reserve the right to impose new terms on you in exchange for the current terms that you enjoy (i.e. an upgrade). You are allowed to use upto 25% of total resouces available on a shared server and if your account continues to use more than 25% of the resouces, it will result in suspension.
7.4 Denial of Service (DOS) attacks directed at Citadel Servers, or any attempts to launch a DOS attack from our servers are strictly prohibited. All infractions and or suspected infractions will be vigorously investigated and may result in immediate termination of your Account.
7.5 Citadel Servers reserves the right to disable/delete any feature or application provided on shared hosting service without notification if that feature/application is found to be detrimental and/or is hampering the web servers' overall health and performance.
7.6 If you are in any way disrespectful towards any member of the Citadel Servers staff we have full right to terminate your account with us without any refund.
If your account exceeds the bandwidth limit defined for a service, we will inform you. If you do not wish to purchase extra bandwidth or upgrade your Account and continue to exceed the limit, the Account shall be suspended until you demonstrate to us that you have taken measures to ensure that the limit won’t be exceeded again or upgrade your account, whichever is earlier. The Account will be reactivated in the following month.
9.1 You agree and understand that spamming, sending unsolicited emails from our servers or using email addresses that are maintained by us is STRICTLY prohibited and will qualify your Account for immediate deactivation with no refund. Citadel Servers would be the sole arbiter as to what constitutes a violation of this Clause.
9.2 You agree and understand that we have set a limit of 200 outgoing emails per hour on shared and reseller hosting, 500 outgoing emails per hour on VPS Hosting, 1000 outgoing emails per hour on Semi Dedicated Hosting and 3600 outgoing emails per hour on Dedicated Hosting to avoid any sort of email spamming from our servers. Customers cannot send more than the specified number of emails in an hour irrespective of the size of their mailing lists.
Affiliates cannot earn commission on the purchase of their own web hosting account and/or purchases made on their own billing account. As an affiliate, you are not permitted to self refer yourself. For instance, if you join our affiliate program and use the link code to sign up for your own personal account, you will not be entitled to receive any affiliate commission.
11.1 Citadel Servers will use reasonable efforts to protect and backup data for clients on a regular basis, however, Citadel Servers does not guarantee the existence, accuracy, or regularity of its backup services and, therefore, you are solely responsible for making back-up files in connection with your use of the Services.
11.2 You agree and understand that any back-up which Citadel Servers may carry out will not include any media files. These include (but are not limited to) mp3, mpeg, wmv or any other video/audio files.
12.1 Invoices are generated 5 days before the official due date. Payment must be made by the due date to avoid the suspension of your account. If no payment is received, your account will be suspended 1 days after the official due date. If no attempt is made within the next 7 days to pay due invoice(s), we reserve the right to permanently terminate your account and format all data held. In total 7 days from the official due date will pass before we permanently terminate your account.
13.1 You are responsible for any misuse of your Account and you must take steps to ensure that others do not gain unauthorized access to your Account. You may not use your Account to breach the security of another account or attempt to gain unauthorised access to another network or server.
13.2 Your password provides access to your Account. It is your responsibility to keep your password secure.
13.3 Sharing your password and account access with unauthorized users is strictly prohibited. You must take care and prevent others from using your Account since you will be responsible for the consequences.
13.4 Attempting to obtain another user's account password is strictly prohibited, and will result in termination of service.
13.5 You must adopt adequate security measures to prevent or minimize unauthorised use of your Account.
13.6 You may not attempt to circumvent user authentication or security of any host, network or account. This includes, but is not limited to, accessing data not intended for you, logging into or making use of a server or account you are not expressly authorised to access, or probing the security of other networks. Use or distribution of tools designed for compromising security is prohibited. Examples of these tools include, but are not limited to, password guessing programs, cracking tools or network probing tools.
13.7 You may not attempt to interfere with service to any user, host or network or carry out DOS attacks. This includes, but is not limited to, "flooding" of networks, deliberate attempts to overload a service, and attempts to "crash" a host.
13.8 You agree and understand that users who violate systems or network security may incur criminal or civil liability. Citadel Servers will cooperate fully with investigations of violations of systems or network security at other sites, including cooperating with law enforcement authorities in the investigation of suspected criminal violations.
13.9 You agree to complete your own tests for computer viruses in accordance with best computing practice prior to each and every operational use of the Services
13.10 JailShell Access - We do provide ssh access on Linux shared hosting packages but for security reason the access is restricted to specific IP's only. In order to avail the services you must have a local network connection with static ip address or else every time you will have to contact our support team to white list your current ip address.
14.1 You agree and understand that our staff members will not help you over live chat, ticket or phone support to setup email accounts, sub-domains, add-on domains or install any of the applications. We have restricted our staff from the client control panel login. Customers are expected to go through our Flash Tutorials as well as our knowledgebase to understand all features of respective control panels unless the service specifies otherwise i.e. services which include premium support.
Our support team will assist you with any of the functions which won't work or if there's any server side problems that needs to be rectified from our end. Customers may consider help from our forum to get detailed information from other forum members, however basic tasks that can be managed from the control panel are expected to be resolved from the Customer’s end only.
14.2 You will need to upload your website from your end using file manager or an FTP software. Databases should be uploaded from PHPMyAdmin and sub accounts like FTP, Mailboxes, Sub-domains, Add-on domains, Parked domains which should be setup from the client's end only.
15.1 Citadel Servers reserves the right to suspend OR terminate services on receipt of abuse complaints.
15.2 A conditional 7 day money back guarantee is provided on managed shared hosting, reseller hosting, semi-dedicated hosting and VPS solutions. Domain registration fees, game servers & dedicated server packages do not come under the purview of this guarantee. Refund requests after 7 days will be refunded on a prorated basis of any unused time.
15.3 Only first-time accounts are eligible for a refund. If you've had an account with us before, cancelled and signed up again, you will not be eligible for a refund or if you have opened a second account with us.
15.4 There will be no refund for new domain registrations, ID Protect, WHM/CPanel, Plesk VPS & Dedicated Server License, Virtuozzo, SSL Certificates and Site Builder as these are purchased from External Vendors & Citadel Servers does not get any refund in case of cancellation of licenses.
15.5 Any service interruptions or downtime due to scheduled maintenance by Citadel Servers or our network providers will not count towards the uptime guarantee. Citadel Servers is not liable in any way for failure of third party services.
15.6 When cancelling a service with us, if you have used paypal as the method of payment you must cancel the subscription in your paypal account, Citadel Servers cannot do this for you. Failure to do so will result in the subscription continuing and all overpayments will be assigned as credit to your account. Overpayments are not refundable via merchant gateways and can be used to purchase services with us.
15.7 Premium support is not refundable once work has started on a premium support instance. Citadel Servers reserves the right to decide whether or not to issue pro-rated refunds under such circumstances.
16.1 Dedicated servers & domain registrations are not included under the 7 day money back guarantee policy. Citadel Servers reserves the right to decide whether or not to issue pro-rated refunds under such circumstances.
16.2 All subscribers of managed shared, reseller, VPS and semi-dedicated hosting plans carry a 7 day unconditional money back guarantee. If you find the services to be deficient or unsatisfactory, you are entitled to a full refund of the contract amount to your credit balance at Citadel Servers within the first 7 days of the date of account set-up.
16.3 We also provide a price-freeze guarantee. You never have to pay more than the initial amount you sign up for your hosting service. Citadel Servers reserves the right to change the resource allocation for its services & also to change the prices listed on the website.
16.4 MBA (Master Billing Agreement) also applies to all contact terms.
16.5 Game Servers have a 3 day unconditional money back guarantee. If you find the services to be deficient or unsatisfactory, you are entitled to a full refund of the contract amount to your credit balance at Citadel Servers within the first 3 days of account setup. This does not include setup fee's or addons to a gameserver. 'Early access' games or games identified as alpha\beta as stated on the steam store\the developer of the game which we provide as a gameserver service do not come under this money back guarantee. If you have an issue with one of these products please contact our support and we do what is within our power to resolve these issues for you.
Citadel Servers reserves the right to modify or change these terms of service at all times. All customers are bound by the latest terms of service published on this website.
18.1 We reserve the right to refuse, terminate, or suspend your access to the Services for any reason at our sole discretion upon giving 14 days written notice to you.
18.2 We may suspend your Account immediately upon breach by you of any of the terms and conditions herein, including, without limitation, late or non-payment of monies due.
On termination or expiry of your Account for whatever reason you shall pay immediately all sums outstanding pending on your Account to Citadel Servers within 14 working days.
20.1 Citadel Servers disclaims all liabilities in connection with the following :
(a)loss of material uploaded;
(b)incompatibility of the Services with any of the Customer's equipment, software or telecommunications links;
(c)technical problems including errors or interruptions of the Services;
(d)unsuitability, unreliability or inaccuracy of the Services;
(e)computer viruses of any kind obtained by the Customer in the course of using the Services;
(f)any security breaches whatsoever affecting the Customer’s Account.
20.2 In no event shall Citadel Servers be liable either in contract, tort (including negligence) or otherwise for indirect, incidental or consequential damages, including without limitation, loss of income, data, use or information.
20.3 Nothing in this Clause 20 excludes each party's liability with respect to death and personal injury resulting from the negligence of that party, its employees, agents or subcontractors or for fraudulent misrepresentation or under the tort of deceit.
20.4 Subject to Clause 20.3, our liability to you in contract, tort, negligence or otherwise arising out of or in connection with the Services shall for any one incident or series of related incidents be limited to the annual fees paid by you to us in the year in which the liability first arose. No liability whatsoever will be accepted by us unless and until you have provided documentary evidence to our satisfaction proving that loss has occurred.
20.5 We exclude all liability of any kind in respect of any material on the internet posted by the Customer by means of the Services and we are not responsible in any way for any goods (including software) or services provided by third parties advertised, sold or otherwise made available by means of the Services or on the internet, the accuracy, completeness or suitability for any purpose of any website content and the acts or omissions of other providers of telecommunications or internet services (including domain name registration authorities) or for faults in or failures of their equipment.
20.6 Citadel Servers will not be liable for failure or delay in performing its obligations if such failure or delay is due to circumstances beyond its reasonable control, including but not limited to acts of any governmental body, war, insurrection, sabotage, embargo, fire, flood, strike or other labour disturbance, interruption of or delay in transportation, unavailability of, interruption or delay in telecommunications or third party services (including DNS propagation), failure of third party software or hardware or inability to obtain raw materials, supplies or power used in or equipment needed for provision of the Services.
The Customer agrees that it shall defend, indemnify, save and hold Citadel Servers harmless from any and all demands, liabilities, losses, costs and claims, including reasonable legal fees asserted against Citadel Servers, its agents, its customers, officers and employees, that may arise or result from any acts or omissions of the Customer, its agents, employees or assigns in connection with their use of the Services.
22.1 This Agreement will be governed by and construed and interpreted in accordance with the law of England and Wales and the parties submit to the exclusive jurisdiction of the English Courts.
22.2 The Customer and Citadel Servers both agree that a court may strike out or override any part of these terms and conditions if it considers them to be illegal, unenforceable or unfair and in such cases enforce only the terms and conditions as if the offending clause or clauses had never been contained in them.
23.1 The length of a promotion, or the discount offered via the promotion may change at any time.
23.2 It is Citadel Servers's discretion as to wether a discount is valid on a service
24.1 Payments made using Group-Pay are non-refundable and non-transferrable.
24.2 The account owner may choose to use the payment you make on their account toward invoices for any of the services they have associated with the account.
24.3 Payments made through Group-Pay do not form any contractual relationship between Citadel Servers and the payer, nor confer any rights over the service(s) on the account being paid toward.