USE OF PRODUCTS AND SERVICES
1,1 – You may use any of our services, provided that you are of legal age to form a binding contract and are not a person barred from receiving services under the laws of Canada, the United States, Luxembourg, or your jurisdiction of residence. In order to access any services, you are required to provide current and accurate identification, contact information, and other details as part of the registration process. You are responsible for maintaining the confidentiality and accuracy of your account information, and you are responsible for all activities that occur under your account. You are solely responsible for all content on your account. You agree to immediately notify Serverleak of any unauthorized use of your account or any other breach of security. Serverleak will not be liable for any loss or damage arising from your failure to provide us with accurate information or to keep your account secure.
1,2 – Serverleak may cancel or suspend your access to Serverleak services at any time and for any reason without notice. Upon cancellation or suspension, your right to use the service will stop immediately. You may not have access to data that you stored on the service after we suspend or terminate the service. You are responsible for backing-up your data that you use with the service. If we cancel your service in its entirety without cause, we will refund to you on a pro-rata basis the amount of your payment corresponding to the portion of your service remaining right before we terminated your service.
CONDITIONS OF USE
2,1 – You agree that any violations listed in our Acceptable Usage Policy are considered prohibited usage and may result in immediate account suspension and/or termination without compensation.
2,2 – Intentional or Malicious violations of our Acceptable Usage Policy will result in immediate termination, and a ban from any further service.
3,1,1 – Clients must provide their legitimate name and surname and residential address when registering an account.
3,1,2 – P.O. Boxes and non-residential or mail forwarding addresses are not accepted.
3,1,2 – A valid phone number is not required for registration.
3,1,4 – Registration and Order Placement must take place from the client’s residential ISP.
3,1,5 – Account details must match information provided by payment method.
3,1,6 – All modifications to an accounts details require a ticket to our billing department.
3,2,1 – Clients may not open multiple personal accounts under any circumstance.
3,2,2 – Clients may not give other persons access to their accounts.
3,2,3 – Clients may not change the name on their account to another individual.
4,1,1 – All recurring services are billed pro rata, with a recurring due date on the first of the month.
4,1,2 – Orders placed before the 20th of the month will only be billed for the remainder of that month, with the next due date set to the first of the following month.
4,1,3 – Orders placed on or after the 20th of the month will be billed the remainder of that month and the entirety of the following month, with the next due date set to the first of the month after.
4,1,4 – Orders for a Quarterly, Semi-Annual, Annual, Biennial, or Triennial billing cycle will only be billed for the remainder of the billing cycle. The next due date will be set to the full length of the billing cycle, starting from the first of the month in which the order was placed.
4,2,1 – Services with recurring billing will be due for payment on the first of the month.
4,2,2 – Invoices for monthly recurring services will be issued 10 days in advance of the due date.
4,2,3 – Invoices for quarterly, semi-annual, annual, biennial, and triennial recurring services will be issued 15 days in advance of the due date.
4,2,4 – Unpaid services will be suspended [6,4] five days past the due date on the service.
4,2,5 – Unpaid services will be terminated [6,5] seven days past the due date on the service.
4,3,1 – Account credit does not expire, and cannot be transferred from one client to another.
4,3,2 – Existing account credit will automatically be applied towards further generated invoices until exhausted.
4,3,3 – Add Funds invoices may be created upon request via the ticket system in any amount between 15,00$ and 300,00$. When an Add Funds invoice is paid, the invoice total is automatically deposited into the client’s account credit balance.
4,3,4 – Account credit may not be withdrawn or `cashed out` in the form of a refund or other payment.
PAYMENTS & GATEWAYS
5,1,1 – PayPal transactions are eligible for refund within 3 days of the initial order payment.
5,1,2 – PayPal payments must originate from verified PayPal account.
5,2,1 – Bkash transactions are eligible for refund within 3 days of the initial order payment.
5,3,1 – Skrill payments are accepted via the BitPay gateway.
5,3,2 – Skrill payments are not eligible for refunds.
5,4,1 –Neteller payments are not eligible for refunds.
CHARGEBACKS / DISPUTES
5,5,1 – Chargebacks and disputes against any payment will result in immediate suspension [6,4] of all services on the account until the dispute is removed, and the account prohibited from placing any further orders. At the Billing Department’s discretion, all services on the account may be terminated [6,5] without compensation in the event of dispute or chargeback.
6,1,1 – Orders placed during Business Hours [7,1] are provisioned within 15-30 minutes provided that the client’s Contact Information [3,1] and Payment  are in accordance with the Terms of Service.
6,1,2 – Orders placed outside Business Hours [7,1] are provisioned within 24 hours provided that the client’s Contact Information [3,1]and Payment  are in accordance with the Terms of Service.
6,1,3 – If a client’s Contact Information [3,1] or Payment  are not in accordance with the Terms of Service, the order will be placed on Hold, and a Support Ticket opened to the client with details on how to correct the situation.
6,1,4 – Orders that remain on Hold status for more than 24 hours with no response from the client are cancelled, and a refund issued on the payment if applicable.
6,1,5 – Orders that remain unpaid for more than 24 hours are automatically removed from the system.
6,1,1 – Service modification cannot be performed on or past the service’s due date. Any outstanding invoices must be settled before service modification can be performed.
6,1,2 – Service modification that will lower the value of the service will automatically deposit the difference in values for the remainder of the billing cycle to the client’s account credit [4,3] balance.
6,1,3 – Service modification that will raise the value of the service will be billed for the difference in values from the date of modification until the end of the service’s current billing cycle. The modification will be applied once the issued invoice is settled.
6,2,1 – An existing service may be transferred to another client provided the following conditions are met:
- The service to be transferred must be active for at least three months.
- The service to be transferred must not have any unpaid or overdue invoices.
- The service to be transferred must not have any TOS/AUP Violations on record.
- The account initiating the transfer must be Active with at least three months of continuous service history.
- The account initiating the transfer must be in Good Standing, with no TOS/AUP Violations.
- The account receiving the transfer must confirm acceptance of the transfer.
- The account receiving the transfer must be Active with at least three months of continuous service history.
- The account receiving the transfer must not have any unpaid or overdue invoices.
- The account receiving the transfer must not have any TOS/AUP Violations on record.
6,2,2 – When a service transfer is accepted, all data on the service is destroyed before it is made accessible by the receiving account.
6,2,3 – The client initiating the transfer is responsible for ensuring that all data be securely backed up before initiating the transfer request.
6,2,4 – At the Billing Department’s discretion, excessive transfer requests may result in an additional Labor Fee per request.
6.3,1 – Immediate type cancellations are processed automatically at 0400h PST the following morning.
6.3,2 – End of Cycle type cancellations are processed automatically at 0400h PST on the service’s next due date.
6.3,4 – Once cancellation has been run on a service, all related data and backups are destroyed, and any associated IP Addresses released back into the available pool. This process cannot be reversed.
6.3,5 – When a service is cancelled before its due date, the remainder of the service’s billing cycle is automatically deposited to the client’s account credit [4,3] balance.
6,4,1 – When suspended, a service is brought offline and disabled from being powered on or accessed. No data will be made available, nor the service brought online, until the situation resulting in the suspension has been resolved.
6,5,1 – Upon termination, all related data and backups are destroyed, and any associated IP Addresses released back into the available pool. This process cannot be reversed.
7,1,1 – Support is provided 24 hours during Weekdays (Monday through Friday). Support Tickets submitted during Weekend (Saturday/Sunday) hours will typically be addressed within two hours.
7,1,2 – Billing Department hours are 8:00 AM – 5:00 PM GMT -7, Monday through Friday and 9:00 AM – 3:00 PM on Saturday’s. Prompt replies are not guaranteed after hours and weekends.