2.0 - All our services offered to users, excluding the following: domain registrations, include a 24 hour refund policy. If the given 24 hours from time of activation of the product/service in our database has exceeded we retain the right to refuse a refund on any grounds. We reserve the right to hold any refund for up to 7 days to prevent any abuse. We reserve the right to refuse any refund requests if a dispute/chargeback is executed at any point from the time of activation of the product/service in our database. We also reserve the right to request jusification for the refund which must be approved by our management team; any issues where the service fails to meet technical expectations, the service must undergo an investigation to attempt to resolve such before a refund can be approved; excessive refund requests whereby services are possibly being abused/exploited/tested may be refused. The amount refunded will be adjusted so that any transaction fees incurred by processing your payment is paid by you (this means the amount refunded will be your invoice payment minus any transaction fees), this only applies to payments which used the PayPal or Stripe payment gateway. All refund requests must be submitted via opening a ticket with the 'billing' department, click here to open a ticket; all refund requests via other methods may be disregarded.
2.1 - All our products/services offered to consumers may be cancelled at anytime; however, we do not provide a refund for the remaining time of the billing cycle. In the event of a product/service cancellation (unless specified) the service will be immediately terminated. In the event the customer does not have any further services with us the account and personal data related to the server will be deleted from our databases automatically after the given period of one month from all services being terminated. An execution of a dispute/chargeback will result in an immediate suspension/termination of service. Users must ensure that any subscriptions with the payment gateway(s) used are cancelled upon cancelling their product(s)/service(s). Oxide Hosting will not be held responsible for automatic payments via this service in the event the user’s services have already been cancelled/suspended/terminated.
3.0 - Oxide Hosting under any circumstances, shall not be held liable for any reason including any customer actions taken upon their services. We recommend all users to take off-site backups of their product(s)/service(s) in the event of data loss. Certain services provided by Oxide Hosting are resold. Thus, certain equipment, routing, software and programming used by Oxide Hosting are not directly owned or written by Oxide Hosting.
3.1 - All support requests submitted are to be sent via the outlined support methods, these are: our billing system’s ticket system or our livechat (only available via our website). We ask that you only use the aforementioned methods to contact us, to ensure any response originated from us.
4.0 - All Services - The user agrees that no attempt will be completed to modify the originally purchased specifications of their product/service. Any attempt to do so will result in a termination of service. Spamming of the livechat or ticket system will not be tolerated and will result in methods to halt such spamming being implemented. Please provide us at least 24 hours from the time of submission to respond to your requests. While some services offer unlimited/unmetered features (for example: FTP accounts) we reserve the right to remove any excessive files that may impact the host server to prevent any data loss.
4.1 - Virtual Servers - The following are not permitted on these services:
4.1.1 - Virtual Servers (located in Singapore) - Our bandwidth within this region is considered strictly fair use (applies to outgoing only), in the event we identify services negatively impacting resources used by other customers (e.g. significant outgoing bandwidth usage) services may be restricted to 10mbp/s to ensure fair access to the shared resource for all customers. This limit remains in place until the problematic service is no longer causing issues for other customers. For this reason also, we do not permit public Virtual Private Networks (VPNs) to be hosted in this region (whether users are charged or not); they must be for personal use only.
4.1.2 - Virtual Servers: Abuse Complaints - In the event we receive an abuse complaint, this includes copyright notices and DMCA notices. The user will be forwarded the received abuse complaint. We will provide the user up to 24 hours to reply with a resolution to the abuse complaint. In the event we do not receive a reply within the given 24 hours from forwarding the abuse complaint the involved service will be suspended pending a resolution. In the event that the abuse continues on a recurring basis then we reserve the right to terminate the service involved. A resolution is seen as an act which will prevent the abuse from recurring.
4.1.3 - Virtual Servers: Interventions/Remote Hands - Any server of the given category (Virtual Servers) includes one hour of remote hands, included free of charge. This included remote hands provides users the ability to request for basic remote hands. The term ‘basic remote hands’ include the installation of small to medium sized software, the debugging of software at basic levels and further tasks which may be considered basic (the level in which the requested task is considered as is to the discretion of the our staff team which must be also approved by a supervisor). Advanced Remote Hands includes the the completion of any task to the best of our abilities requested by the user; however, is not included free of charge and is charged at the statutory rate of £20.00/hour (GBP). In the case of an automatically requested intervention by our monitoring systems, these are included free of charge with no limits on the quantity of interventions which can be carried out in order to get your service back to an online state (either responding via ICMP or the login screen displayed on VNC with verified network functionality).
4.2 - Website Hosting Services - The following are not permitted on these services:
4.2.1 - Website Hosting Abuse Complaints - In the event we receive an abuse complaint, this includes copyright notices and DMCA notices. The user will be forwarded the received abuse complaint. We will provide the user up to 24 hours to reply with a resolution to the abuse complaint. In the event we do not receive a reply within the given 24 hours from forwarding the abuse complaint the involved service will be suspended pending a resolution. In the event that the abuse continues on a recurring basis then we reserve the right to terminate the service involved. A resolution is seen as an act which will prevent the abuse from recurring.
4.3 - Discord Bot Hosting Services - The following are not permitted on these services:
4.4 - Domain Registration Services - The following are not permitted on these services (this includes the website the respective domain routes to):
4.4.1 - Domain Registration Abuse Complaints - In the event we receive an abuse complaint, this includes copyright notices and DMCA notices. The user will be forwarded the received abuse complaint. We will provide the user up to 72 hours to reply with a resolution to the abuse complaint. In the event we do not receive a reply within the given 72 hours from forwarding the abuse complaint the involved service will be suspended pending a resolution. In the event that the abuse continues on a recurring basis then we reserve the right to terminate the service involved. A resolution is seen as an act which will prevent the abuse from recurring.
6.0 - We do not guarantee that all promotions and their respective promotional codes (if applicable) that are provided by us will remain operational. We reserve the right to remove any promotion and their respective promotional codes (if applicable) at any time.
7.0 - In the event the user attempts or successfully disrupts our service/or others by any means (for example: DDoS attacking or hacking), we reserve the right to terminate/suspend all services related to the account causing such disruptions and remove all data regarding the account holder as such data would no longer be required in the event of a termination of service(s).
7.1 - We aim for all services purchased by users to be available to consumers 99% of the time the user retains a service with us. However, we shall not be held liable for any outage or data loss. In the event of an extended period of outage, compensation may be offered to users but is not required by us to be provided/offered.
8.0 - When accessing our site and/or services you permit us to store ‘Cookies’ onto your device and utilise them throughout our website and/or services. The term ‘Cookies’ refers to small files of website/service data being stored onto your device for tracking means (for example: account tracking on our billing system to identify logged in user).
8.1 - We can not and do not guarantee that all services/websites will be fully uninterrupted, error-free, or completely secure. It is within our best interests to aim to ensure that your experience is uninterrupted, error-free and secure but we cannot guarantee such.
9.0 - We retain the right to seek and consult with any appropriate authorities if required in the event of an arising issues whether is through violation of this policy or any other event in which law enforcement is required. We retain any communications between parties as confidential.
This organisation is owned by Nicholas Wibley, documents relating to this organisation may be served via non-digital means to the following address -
Oxide Hosting, Unit 19642, PO Box 92, Cardiff, CF11 1NB.
The following document was amended/edited on the: 7th November 2021.