Effective Date: 01/04/2024

By using our services, you agree to comply with these Terms of Service (the "Terms") and our Acceptable Use Policy ("AUP"), so please read them carefully.

1. Content and Use of Services

1.1 Legal Compliance and Reporting

Content hosted or transmitted through our services must adhere to the laws of the country where the services are provided and not contravene any conditions set forth in these Terms of Service or our Acceptable Use Policy at https://pdxnet.co.uk/acceptable-use-policy. Should you suspect that any service violates local laws, we urge you to file a report with your local law enforcement and forward a copy of the report to us at abuse@pdxnet.co.uk.

1.2 Account Registration and Responsibility

When signing up for our services, you must furnish current, accurate identification, contact information, and any other details required for the registration process. You are accountable for the security and accuracy of your account details and for all actions taken under your account. It is your duty to manage the content within your account. Should your account be compromised or you detect a security breach, notify us immediately at contact@pdxnet.co.uk. ParadoxNetworks Limited disclaims any liability for losses or damages resulting from your inability to safeguard your account information or ensure its accuracy.

1.3 Service Access, Cancellation, and Data

We reserve the right to terminate or suspend your access to our services at any moment, for any reason, without prior notice, in compliance with prevailing laws. Termination or suspension will immediately revoke your service access. Post suspension or termination, access to data stored within the services may be unavailable. It is your responsibility to back up and preserve your data externally. In instances where we terminate your service without just cause, a prorated refund corresponding to the unused portion of your service will be issued.

2. Payment Obligations

2.1 Chargeback Policy

Service will be terminated immediately if a chargeback is filed. This underscores the seriousness with which we treat chargebacks.

2.2 Payment Due Date

Payments are expected within 7 days from the date of invoice issuance. We accept payments via credit card, ACH, or PayPal, offering multiple options for your convenience.

2.3 Consequences of Late Payment

• After 7 days: Should an invoice remain unpaid 7 days post-due date, the associated service will be suspended.

• After 30 days: Services will face termination if payment remains unsettled for 30 days without any agreement on a payment plan.

2.4 Overdue Payments and Collections

Accounts with payments overdue by 90 days without any effort towards reconciliation will have their outstanding balances forwarded to collection services. In the case of colocation services, ParadoxNetworks Limited reserves the right to retain equipment to recuperate the owed balance, emphasizing our last-resort approach to unresolved financial obligations.

3. Colocation Services Terms

3.1 Handling of Equipment

• 3.1.1 Shipment: ParadoxNetworks Limited is not liable for damages incurred during the shipment of equipment to our facilities. Customers are advised to use reputable shipping services with adequate insurance to safeguard their equipment during transit.

• 3.1.2 Maintenance and Spare Parts: Customers are responsible for the maintenance and repair of their own equipment. ParadoxNetworks Limited does not maintain a supply of spare parts nor offers replacement equipment for servers or hardware within our colocation facilities.

3.2 Financial Obligations

• 3.2.1 Payment Schedule: Customers of colocation services are subject to the same payment deadlines as detailed in our general payment terms. It is imperative to adhere to these timelines to prevent service interruptions.

• 3.2.2 Consequences of Non-Payment:

  • Service Suspension: Services may be suspended if payments are overdue by more than 7 days.
  • Service Termination: Services may be terminated if payments are overdue by more than 30 days and no payment plan has been arranged.
  • Equipment Seizure: In cases where payment has not been reconciled within 90 days, ParadoxNetworks Limited reserves the right to seize equipment housed within our facilities to recover the outstanding balance. This measure is taken as a last resort after extensive efforts to resolve the payment issue.

• 3.2.3 Trouble making payment: Customers facing financial difficulties are urged to proactively communicate with our billing department. Early dialogue can potentially lead to arrangements that prevent service suspension, termination, or equipment seizure. Our goal is to work with you to find a solution that ensures the continuity of your services while addressing any payment challenges.

3.3 Service Transfer

• 3.3.1 Procedure: To transfer a colocation service to another person or company, a bill of sale signed by both the transferring (current) owner and the receiving (new) owner must be provided to ParadoxNetworks Limited. This document should clearly state the agreement between both parties regarding the transfer of the colocated equipment and services.

• 3.3.2 Financial Responsibilities: All invoices and financial obligations up to the point of transfer must be settled by the previous owner. ParadoxNetworks Limited requires that any outstanding balance be cleared before the transfer of services can be finalized. Unless specifically agreed upon in writing by the new owner, the previous owner is responsible for the payment of all invoices accrued prior to the service transfer. Any such agreement that deviates from this default arrangement must be communicated to and approved by ParadoxNetworks Limited.

3.4 Remote Hands Service

• 3.4.1 Availability: ParadoxNetworks Limited offers a Remote Hands service to assist customers with technical support, troubleshooting, and equipment handling within our colocation facilities. This service is designed to provide immediate assistance without the need for customers to be physically present.

• 3.4.2 Fees and Billing: The Remote Hands service is billed at a rate of $120 per hour. Charges are applied in 15-minute increments, ensuring customers only pay for the time used. This service allows for efficient and cost-effective management of your colocation equipment with the expertise of our trained technicians.

3.5 Physical Access to Colocation Facilities

• 3.5.1 Access Policy: ParadoxNetworks Limited maintains strict security and access protocols to ensure the integrity and security of our colocation facilities. Physical access to these facilities by customers or their representatives is not granted as a standard provision of our colocation services.

• 3.5.2 Written Permission Requirement: Customers wishing to gain physical access to their equipment housed within our facilities must obtain written permission from ParadoxNetworks Limited. Requests for access should be submitted in advance and will be evaluated on a case-by-case basis. Permission, if granted, will be subject to compliance with our security protocols and access policies.

• 3.5.3 Notice Period for Access: All requests for physical access require at least 24 hours' notice to ensure proper security and staff arrangements can be made.

• 3.5.4 Emergency Access: In certain emergency situations, ParadoxNetworks Limited may provide access with less than 24 hours' notice. However, such instances are exceptional, and customers are strongly encouraged to utilize our Remote Hands service for urgent needs. This service is designed to provide immediate, professional assistance, reducing the need for physical presence by the customer.

• 3.5.5 Security and Compliance: All visitors granted access must comply with our on-site security and operational procedures. ParadoxNetworks Limited reserves the right to refuse access to any individual who does not meet our security requirements or who fails to comply with our policies.

4. Specific Terms for IP Transit Services

ParadoxNetworks Limited provides IP Transit services, enabling customers to connect their networks to the internet through our infrastructure. This service is governed by the following terms:

4.1 Service Provision

• 4.1.1 Plans and Bandwidth Limits: We offer IP Transit services under a variety of plans, each with predetermined bandwidth limits. It is essential for customers to select a plan that aligns with their expected traffic volume to ensure optimal service usage.

4.2 Overage Billing

• 4.2.1 Bandwidth Usage Calculation: The monthly bandwidth usage is determined using the 95th percentile method, which accommodates occasional spikes in traffic without incurring additional charges.

• 4.2.2 Charges for Exceeding Bandwidth: Consistent traffic exceeding the bandwidth limit of the selected plan will incur overage charges. These charges are applied based on the rate specified in the customer's plan, calculated per megabit per second (Mbps) over the limit.

• 4.2.3 Notification and Plan Adjustment: Customers nearing or surpassing their bandwidth limits will receive prior notification. We advise customers to assess their current plan and make any necessary adjustments or adopt traffic management strategies to mitigate overage fees.

Monitoring bandwidth usage is imperative for customers to manage their costs effectively. ParadoxNetworks Limited provides access to usage reports and additional support upon request. Selecting an appropriate plan that reflects anticipated traffic is crucial for cost-effective service utilization.

5. Support and Contact

For any issues related to support, users are encouraged to direct their inquiries through the billing area unless a staff member has specified otherwise. This protocol ensures an efficient and prompt resolution of any concerns or questions.

6. Suspension and Termination

6.1 Right to Suspend or Terminate

ParadoxNetworks Limited maintains the discretion to suspend or terminate services without prior notice if it is determined that a user has violated the Terms of Service or the Acceptable Use Policy.

6.2 No Refund Policy

In cases of suspension or termination due to policy violations, users are not eligible for any refund or compensation for any unused portion of the services.

7. Respect and Conduct

7.1 Prohibition of Harassment

Harassing behavior towards ParadoxNetworks Limited staff, including aggressive communication, abusive language, and undue pressure, is strictly forbidden and may lead to service termination at the discretion of ParadoxNetworks Limited.

8. Changes to Terms

8.1 Modification Rights

ParadoxNetworks Limited reserves the authority to alter these Terms at any moment. While efforts will be made to notify users of significant changes, it remains the user's responsibility to review the Terms periodically for any updates.

9. Governing Law

9.1 Legal Jurisdiction

The Terms are governed and interpreted following the laws of the United Kingdom, with any arising disputes falling under the exclusive jurisdiction of the UK courts.

10. Renewal and Cancellation Policy

10.1 Service Renewal

Services are automatically renewed at the end of each term unless explicitly cancelled by the user in accordance with our cancellation policy. Users will receive a notification prior to renewal with details regarding the terms and fees for the upcoming term.

10.2 Cancellation by User

Users may cancel their services at any time by contacting our support team directly. To ensure a smooth transition, users are encouraged to notify us at least 30 days in advance of their intent to cancel.

11. Refund Policy

11.1 Refund Eligibility

ParadoxNetworks Limited offers refunds to customers within 14 days of service activation. This policy is designed to ensure customer satisfaction and confidence in the services we provide.

• Eligibility: To be eligible for a refund, customers must request the refund within 14 days of their service activation date.
• Condition: Refunds are granted at the discretion of ParadoxNetworks Limited and may require the customer to provide a reason for the request to help us improve our services.

11.2 Processing Refunds

• Request Procedure: To request a refund, customers should contact our support team at our billing area with a brief explanation of their reason for the refund request.
• Refund Processing: Upon approval, refunds will be processed back to the original payment method used at the time of purchase. Please allow up to 10 business days for the refund to be reflected in your account.

12. Mail ports

Port 25 (SMTP) is blocked by default to prevent email abuse. Requests to unblock it must be reviewed and approved by ParadoxNetworks Limited.

13. Intellectual Property

All services provided by ParadoxNetworks Limited, including software, websites, and documentation, are the property of ParadoxNetworks Limited or its licensors and are protected by copyright and intellectual property laws. Users are granted a non-exclusive, non-transferable license to use the services for their business or personal purposes under the terms of this agreement. Users agree not to infringe upon the intellectual property rights of ParadoxNetworks Limited or its licensors and to comply with all applicable laws regarding the use of the services.

14. Dispute Resolution

In the event of a dispute arising from or related to these Terms of Service, the parties agree to seek resolution through direct negotiation. If a resolution cannot be reached, the parties agree to engage in mediation before pursuing any other legal remedies. Disputes that cannot be resolved through mediation will be subject to the exclusive jurisdiction of the courts of the United Kingdom.

15. Privacy Policy

Our Privacy Policy, detailing how we collect, use, and protect user data, is available at https://pdxnet.co.uk/privacy. Users are encouraged to review the Privacy Policy to understand their rights and our obligations in relation to personal data.

16. Acceptable Use Policy

Our Acceptable Use Policy outlines the guidelines and limitations on the use of our services to ensure a safe and compliant online environment. This policy is a vital part of our commitment to maintaining the quality and integrity of our services. You can review the Acceptable Use Policy in full at https://pdxnet.co.uk/acceptable-use-policy. Compliance with this policy is mandatory for all users of our services.

18. Contact Information

For inquiries, support requests, or concerns regarding these Terms, our Privacy Policy, or the Acceptable Use Policy, please contact ParadoxNetworks Limited at legal@pdxnet.co.uk.