Terms of Service

Let's make sure we won't get each other into trouble.

Introduction

Remote Servers, Inc. ("Remote Servers") is a Manila-based Infrastructure-as-a-Service (IaaS) and web hosting provider. By accessing and/or using our services, the user/client ("you", "your") hereby agree to the terms and conditions set forth within this document and agree to be bound by them.

This document may change at any time, with or without prior notice.

Privacy Policy

The information collected by Remote Servers for use in the registration and provisioning of services, analytics tracking and the like shall be the sole ownership of Remote Servers, and shall not be distributed, sold or transferred to any third-party without your consent.

The Information You Provide

Upon registration, our system will ask you for the following information:

  • Your Name
  • Your Address
  • Your Email Address
  • Your Contact Information
  • Your IP Address (automatically recorded)

Our Usage of Your Information

The information is collected solely for the assignment of services, and shall not be used for marketing of non-related services unless the user explicitly joins the newsletter programs of Remote Servers. This is also used for our support department to know how to properly address the user.

The user has the right to request the deletion of his/her personal information from our billing systems and support systems but only after no active services are available for the said user account. Remote Servers pledges to treat your information with utmost confidentiality. In the case of business transfers (mergers, asset acquisition and the like), you are notified ahead of time to have the option to have your information and services deleted before completion of the acquisition.

Acceptable Usage Policy

All services are to be used for legal purposes only. "Legal" is defined as any act that is deemed legal in the Philippines, the country of which Remote Servers is based, and the country your service is located on. As of August 2018, our services are hosted on servers in the United States and in Singapore.

If your service is not located in a location where something is illegal, Remote Servers may investigate and decide on the behalf of the governing country on whether or not to continue provisioning these services to you.

For Shared/Reseller Hosting Services

You may not use our servers for any content deemed illegal in the country of the datacenter you chose, together with:

  • Using more than 100% of allotted CPU for more than 90 seconds
  • Sending SPAM emails or unsolicited email of any kind
  • DDoS scripts, shell scripts and the like
  • Warez or any kind of illegally-obtained script
  • Sites whose main purpose is to store files (Nextcloud, File Sharing, etc.)
  • Scripts whose versions have reached end-of-life (old/unmaintained)
  • Scripts whose intention is to break normal functionality of services (c99 shell, etc.)
  • Sites whose content promotes hate speech, homophobia, human rights violations and the like

For KVM Virtual Servers

You may not use our servers for any content deemed illegal in the country of the datacenter you chose, together with:

  • Software utilizing CPU resources that become a noticeable bother to other users of the node
  • DDoS scripts, shell scripts and the like
  • Warez or any kind of illegally-obtained script
  • Sending SPAM emails or unsolicited email of any kind
  • Sites whose content promotes hate speech, homophobia, human rights violations and the like

IP address changes are not allowed. It is also your responsibility to maintain your IP address clean. Suspensions are imposed to accounts who were found to have been violating these terms, and an unsuspension fee of $30 will be imposed only for the accounts who were suspended due to violations of this Acceptable Usage Policy.

If you are concerned about whether or not we would allow your use-case, simply submit a support ticket or send an email to [email protected]. We will assist you.

Backup Policy

Unless otherwise explicitly stated (in the case of managed services), it is your responsibility to maintain backups of your content. Remote Servers will not be held liable or responsible for data loss.

We maintain our own backups to a certain degree in cases of emergencies, however this does not qualify as user backup. It is our sole discretion to allow usage of these backups for restoration.

Service Guarantee

Our services come with a monthly 99.9% uptime guarantee. In the event that this level of service falls to subpar standards, Remote Servers shall issue credit ("SLA Credit") to the affected users. SLA Credits are issued only to users with active services and have no past record of fraud or violation.

These SLA Credits are non-refundable, non-transferrable and are non-convertible to cash. The computation for issuing SLA Credits is as follows:

Service Uptime per month Credit
Shared Hosting <99.9% but >= 98.0% Service extension of 1 to 3 days
<98.0% Service extension of 4 days to 1 month
Reseller Hosting <99.9% but >= 98.0% Service extension of 1 to 3 days
<98.0% Service extension of 4 days to 1 month
Virtual Servers <99.0% Service extension of 1 month

Credits are issued on a per-user basis and not a per-service basis. One client with 3 services will receive one SLA compensation bonus on the affected service applicable. In the case of a client having differently-tiered active services, the highest SLA credit applicable will be given.

Service unavailability is defined as downtime recorded in the Remote Servers status page. Third-party claims are not honored.

Refund Policy

Shared and Reseller hosting plans qualify for a 24-hour money-back guarantee provided that the account holder:

  • has no recorded violation of the Terms & Conditions
  • requests for the refund within 24 hours after the provision date
  • has never requested for a refund for the lifetime of his/her account
  • has passed all validation and fraud checks
  • has paid through PayPal or Credit Card

Payments made in cryptocurrencies and other forms are not eligible for a refund, as we are avoiding any potential fraud transactions. Service credit will be issued as a compensation minus any used fees for the duration of the service and minus any transaction fees applicable set by your original payment method, if any.

Service credits are available for use when ordering any service through our client portal, but are not transferrable and non-convertible.

KVM virtual servers and domain names do not qualify for a refund of any kind. In addition, opening a dispute or chargeback with any payment gateway will result into immediate termination of services, and all claims to a refund shall be considered void. Remote Servers may also record your information on FraudRecord.

Availing any promotion, including the free domain registration/transfer promotion for annual payment terms for Shared Hosting accounts (when available), will void all claims to a refund regardless of whether or not the availed service is qualified for a refund.