Service Agreement & Terms of Service

This website (https://cloud.isif.net) is operated by ISIF. The terms “we”, “us”, and “our” refer to ISIF. ISIF provides this website, including all information, tools, and services available on this site, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Services” and agree to be bound by the following terms and conditions, including any additional terms and conditions and policies referenced herein or available by hyperlink. These Terms apply to all users of the site, including, without limitation, browsers, vendors, customers, merchants, and/or content contributors. In the event of any inconsistency between these Terms and any supplemental terms or policies, the supplemental terms or policies shall prevail.

Please read these Terms carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms. If you do not agree to all of the terms of this agreement, then you may not access the website or use any services. If these Terms are considered an offer, acceptance is expressly limited to these Terms.

Any new features or tools added to the current store shall also be subject to the Terms. You can review the most current version of the Terms at any time on this page. We reserve the right to update, change, or replace any part of these Terms by posting updates and/or changes on our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Section 1 – General Terms

You may not use our site or products for any illegal or unauthorized purpose nor may you, in the use of our site or products, violate any laws in your jurisdiction (including but not limited to traffic laws).

You must not transmit any worms, viruses, or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your account and Services.

We reserve the right, but are not obligated, to take any of the following actions at our sole discretion, at any time and for any reason, without prior notice to you:

• Restrict, suspend, or terminate your access to our site;
• Change, suspend, or discontinue all or any part of our products or services;
• Refuse, move, or remove any content available on the site;
• Deactivate or delete your account;
• Establish general practices and limits concerning use of our site.

You agree that we shall not be liable to you or any third party for taking any such actions.

You understand and agree that our site may include certain communications from us, such as service announcements and administrative or legal notices. You acknowledge that you cannot opt out of receiving such notices.

You understand that your content (excluding credit card information) may be transmitted unencrypted and involve:
(a) transmissions over various networks; and
(b) changes to conform and adapt to technical requirements of connecting networks or devices.
Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the site, use of the site, or access to the site or any contact on the site without express written permission from us.

Section 2 – Accounts, Accurate Information, and Multiple Accounts

2.1 Accurate Account Information

You agree to provide true, accurate, current, and complete information when registering an account, placing an order, or submitting billing, contact, or shipping details, and to keep such information up to date. Submitting fictitious names, placeholder or random text (e.g. keyboard-mash addresses), unverifiable addresses, or any other false or misleading information is prohibited.

We may at any time request reasonable verification of your identity, address, or payment instrument. While verification is pending, we may delay order fulfillment, hold payments, or restrict certain payment methods. If you fail to complete verification, or if the information provided is found to be false, we may cancel affected orders, suspend or terminate the account, and deny refunds in accordance with Section 7.

2.2 Multiple Accounts

Maintaining more than one account is permitted only for legitimate purposes (for example, separating personal and business use, or accounts belonging to distinct legal entities). You must not create or use multiple accounts, whether directly or through related parties, to:

• Claim sign-up offers, trials, promotional discounts, coupons, or affiliate rewards more than once;
• Circumvent any per-account or per-customer limit, including the refund frequency limits in Section 7;
• Evade a suspension, termination, fraud review, or outstanding balance on another account;
• Manipulate the affiliate program, including self-referral in any form.

2.3 Account Association and Enforcement

We employ automated systems that associate accounts by signals including, without limitation, device characteristics, network addresses, payment instruments, and identity information. Accounts reasonably determined to belong to the same customer may be treated as a single customer for the purposes of promotions, limits, refund counting, and liability, and their outstanding obligations may be aggregated.

Where this Section 2 is violated, we may without prior notice:

• Suspend or terminate duplicate accounts and any services on them;
• Withdraw promotional benefits, credits, or affiliate earnings obtained through the violation;
• Restrict available payment methods or require additional verification for future orders;
• Apply the enforcement measures described in Section 4.3.

If you have a legitimate need to operate multiple accounts, contact our support team in advance so the accounts can be noted; associations disclosed and approved in advance will not be treated as violations of this Section.

Section 3 – User Conduct

As a user or member of the site, you acknowledge, understand, and agree that all information, text, software, data, photos, music, video, messages, tags, or other content, whether publicly posted or privately transmitted, is the sole responsibility of the originator.

In short, you are solely responsible for all content you upload, post, send, or otherwise provide through ISIF Services, and we do not guarantee the accuracy, integrity, or quality of such content. You understand that by using our Services, you may be exposed to offensive, indecent, or objectionable content, and you bear all risks associated with the use of any content.

You agree not to use ISIF Services for any of the following:

• Upload, post, send, transmit, or otherwise provide any content that is unlawful, harmful, threatening, abusive, harassing, infringing, defamatory, obscene, disgusting, invasive of privacy, hateful, or racially, ethnically, or otherwise objectionable;
• Harm minors in any way;
• Impersonate any person or entity;
• Forge headers or otherwise misrepresent your identity;
• Upload, post, send, transmit, or otherwise provide any content that infringes any patent, copyright, trademark, or other intellectual property rights;
• Upload, post, send, transmit, or otherwise provide content that you do not have the right to provide;
• Upload, post, send, transmit, or otherwise provide unsolicited or unauthorized advertising, promotional materials, “junk mail,” “spam,” or any other form of solicitation, except in designated areas;
• Upload, post, send, transmit, or otherwise provide software viruses or other code, files, or programs designed to interrupt, destroy, or limit the functionality of software, hardware, or telecommunications equipment;
• Disrupt the normal flow of communication or otherwise negatively affect other users’ ability to engage in real-time interactions;
• Interfere with or disrupt ISIF Services, servers, or networks;
• Intentionally or unintentionally violate any applicable local, state, national, or international laws;
• "Stalk" or otherwise harass others;
• Collect or store personal data about others in connection with prohibited conduct;
• Engage in cryptocurrency mining, blockchain validation, or any other resource-intensive computational activities without explicit written authorization from ISIF;
• Conduct port scanning, network vulnerability scanning, penetration testing, or any form of security research targeting third-party systems without proper authorization;
• Use our Services to distribute, facilitate, or participate in distributed denial-of-service (DDoS) attacks, brute-force attacks, or any other malicious network activities;
• Resell, redistribute, or sublease our Services to third parties without explicit written authorization from ISIF.

ISIF reserves the right to pre-screen, refuse, and/or remove any content provided through our Services. We also reserve the right to remove any content that violates the Terms or is otherwise deemed offensive to other visitors, users, and/or members.

ISIF further reserves the right to access, preserve, and/or disclose member account information and/or content if required by law or in the good faith belief that such action is reasonably necessary to:

• Comply with legal process;
• Enforce these Terms of Service;
• Respond to claims that content violates the rights of third parties;
• Protect the rights, property, or personal safety of ISIF, our users, or the public.

Section 4 – Prohibited Proxy Services

To maintain service quality, network security, and compliance with applicable laws, the following proxy and related services are strictly prohibited on ISIF infrastructure:

4.1 Public Proxy Services

You may not operate, host, or facilitate any of the following:

• Public HTTP/HTTPS/SOCKS Proxies: Including but not limited to open proxies, anonymous proxies, elite proxies, or any proxy service accessible to the general public without authentication;
• VPN Exit Nodes: Operating as an exit node for commercial or public VPN services that allow unrestricted third-party traffic;
• Tor Exit Nodes: Hosting Tor exit relays or any similar anonymity network exit points;
• Web-based Proxy Services: Websites or applications that allow users to bypass content restrictions or mask their identity through your server;
• Proxy Lists and Marketplaces: Services that aggregate, sell, or distribute proxy access to multiple users.

4.2 Permitted Use Cases

The following proxy configurations are permitted with proper implementation:

• Reverse Proxies: For your own websites and applications (e.g., Nginx, Apache, Cloudflare Tunnel);
• Internal Network Proxies: For managing your own infrastructure with authentication and access controls;
• CDN Services: Content delivery and caching for your own legitimate content;
• Personal VPN: For your exclusive personal use, not shared with or accessible to third parties.

4.3 Enforcement and Penalties

Violation of this section may result in:

• Immediate suspension of Services without prior notice;
• Termination of your account and all associated services;
• Forfeiture of any remaining service time or account balance without refund;
• Permanent ban from creating new accounts or using ISIF Services;
• Legal action if your activities cause damage to ISIF or third parties.

Note: ISIF employs automated monitoring systems to detect prohibited proxy activities. If you are unsure whether your intended use case is permitted, please contact our support team before deployment.

Section 5 – Service Term

Subscription Products
Purchasing a subscription (“monthly/yearly”) product constitutes a fixed-term contract that may be canceled at any time. If a customer wishes to terminate early, they must notify us via support ticket at least 15 days in advance (when usage in the current billing cycle is less than 50%). Refunds will be calculated based on actual usage. If usage in the current billing cycle is 50% or greater, the current month’s fee will be charged. For example: if 1 year remains in the contract but the current month’s usage exceeds 50%, the current month’s fee is non-refundable. See Section 8 – Refund Policy for details.

Contract Term
The contract term is based on the active subscription period.

Pay-As-You-Go Products
Pay-as-you-go products operate under a flexible contract model. Customers may cancel at any time with no fixed term.

Renewal and Expiry
It is your responsibility to renew a Service before it expires and to keep a valid payment method or sufficient balance for automatic renewal. A Service that is not renewed is suspended at expiry and deleted after the retention period applicable to that product. We are under no obligation to retain, return or recover data of an expired, cancelled or terminated Service, and deleted data cannot be restored.

Suspended Services
A Service suspended for non-payment, low balance, verification, abuse or breach of these Terms continues to consume its paid term. Suspension does not extend the term and gives no right to a refund or compensation.

Section 6 – Pricing and Price Adjustments

6.1 Price Display and Tax

Prices displayed on the Website or in the control panel are for reference only unless expressly confirmed in an order, invoice, or other written confirmation issued by ISIF. Unless otherwise stated, displayed prices do not include any applicable taxes, duties, or bank/payment gateway fees.

6.2 Scope of Discounts

Any recurring discount, promotional discount, loyalty discount, coupon, voucher, or other incentive (collectively, a “Discount”) applies only to the then-current list price of the specific product or service to which it is expressly applied. A Discount does not guarantee, lock, or freeze the underlying unit price, and a Discount is not transferable to other products, services, accounts, or orders unless explicitly stated in writing by ISIF.

6.3 Price Changes

ISIF may adjust the pricing, billing metrics, or applicable rate cards for any Service from time to time. Unless otherwise required by applicable law or expressly stated by ISIF, price changes will take effect for new purchases and renewals placed after the effective date. If the underlying list price changes, the percentage or amount of an applicable Discount (if any) may remain unchanged, and your final payable amount may increase or decrease accordingly.

6.4 Notice

Where practicable, ISIF will provide notice of material price changes through one or more of the following: the Website, the customer portal, email, or in-product announcements. You are responsible for keeping your contact information up to date and for reviewing such notices. A notice is deemed received when it is published or sent. The published price is itself the most direct form of notice: when we update a price, rate card or pricing description on the Website, at checkout or in the customer portal, that update is the notice. For increases to the list price of fixed-term Services we will do our best to tell you in advance through the channels above. Prices of dynamically priced Services (Section 6.8) follow the market and our supply costs; for those, and for adjustments caused by supplier price changes, exchange rates, taxes or the correction of a pricing error, advance notice is sometimes not possible, and we will explain the change promptly afterwards. These Terms set no minimum notice period.

6.5 Periodic Price Adjustment

To reflect changes in operating costs and market conditions, ISIF reviews its prices periodically and may adjust them at any time (“Price Adjustment”). The size of a Price Adjustment is not limited to any fixed range or percentage: it is determined by the actual change in the costs of providing the Service, including without limitation hardware and components, energy, data-centre space, bandwidth and IP resources, software licences, supplier and infrastructure costs, taxes and exchange rates. Where those costs rise sharply, the adjustment for an affected product may be correspondingly large, and it may vary by product, region, currency and payment method.

A Price Adjustment may be implemented as a change to the list price, to billing rates, or as another equivalent pricing update. Price Adjustments are notified in accordance with Section 6.4. Their number and spacing are not limited: as costs move, prices may move with them, in either direction.

6.6 Inconsistency

If there is any inconsistency between the English and Chinese text of this Section 6, the English text shall prevail to the maximum extent permitted by applicable law.

6.7 Paid Terms Are Honoured

A price change never applies retroactively. A service period that you have already paid for — including a renewal paid before the effective date of a price change — is delivered at the price you paid, for the whole of that period. The new price applies only to purchases, renewals and usage-based charges made on or after the effective date. If you do not accept a new price, you may let the Service expire or cancel it under Section 5 before your next renewal.

To keep this Section unambiguous:

• it protects periods that have been paid in full. An invoice not yet paid in full, a quote, a cart or a price estimate reflects the price at the time it was produced and may be updated to the current price until it is paid;
• traffic, overage, top-ups and other usage-based items are charged as they are used, at the rate published when the usage occurs, and are not part of a “paid period”;
• obvious pricing errors are dealt with under Section 6.8.5;
• a price reduction is not retroactive either: no difference is returned for a period already paid in full.

6.8 Dynamically Priced Services

Some of our Services are built on resources we purchase from infrastructure suppliers, and their cost moves directly with supplier prices, exchange rates and the market price of bandwidth and traffic. To keep offering them reliably, their prices need to follow those costs (“Dynamically Priced Services”). Cloud Server (Section 10), traffic and bandwidth products, eSIM, domain names, and any other Service marked as dynamically priced on its product page fall into this category. This Section supplements Sections 6.3–6.5 and prevails where they differ.

6.8.1 Prices follow the market

The list price, discounts, billing rates and units of charge of a Dynamically Priced Service move with the market and with our costs. They may be adjusted at any time, with no set limit on size or frequency, and an adjustment may concern only a particular model, region, zone, route, billing period, currency or payment method.

6.8.2 The price at the time of order or renewal applies

What you pay for each period is the current price published when the invoice for that period is issued and paid. It may be higher or lower than for the previous period, and may differ from the price at your first purchase. The instance, the network, the disks, the traffic option and any add-on or handling fee are each charged at their own current price. The price for the coming period is shown on the renewal invoice and in the customer portal, and paying it confirms that price. Automatic renewals are invoiced and collected at the price current at renewal; if you would rather not renew at a new price, please disable automatic renewal, or let the Service expire, before the renewal invoice is paid.

6.8.3 Usage-based rates

When a rate for traffic, overage, top-ups or another usage-based charge changes, the new rate applies from its published effective time to usage occurring afterwards, regardless of whether the fixed period of the Service has been paid for.

6.8.4 Costs and prices

Changes in a supplier’s prices, discounts or billing method, and in exchange rates, taxes and payment-channel fees, are reflected in our prices in whole or in part. We set our prices at our discretion, having regard to cost, the market and service quality; the make-up of our costs is commercial information and is not disclosed. When costs ease we review our prices in light of the market, but no price is tied automatically to any single cost.

6.8.5 Pricing errors

We take care to publish accurate prices. If a price is obviously wrong because of a system, exchange-rate, data-synchronisation or human error — for example clearly below cost, or clearly out of line with a reasonable price for comparable products — we will correct it and may cancel orders and invoices generated at that price; any payment already made is refunded in full. Where the Service has already been delivered, the choice is yours: pay the difference at the corrected price and keep it, or end it and receive a refund for the unused part.

6.8.6 Price protection

Dynamically Priced Services carry no price matching, price guarantee, price lock or refund of differences. Promotional prices, struck-through prices, discounts and coupons may be changed or brought to an end, and a model, region, route or billing period may be withdrawn from sale or from renewal. In every such case a period you have paid in full is delivered to its end under Section 6.7.

6.8.7 If you do not accept a new price

You are always free not to renew, to disable automatic renewal, or to cancel under Section 5, and any period paid in full is delivered to its end. A price adjustment is an ordinary part of this agreement: it is not a breach, and it does not of itself give rise to a refund, compensation or service credit.

Section 7 – 24-Hour Refund Policy

A payment for a new service purchase may be refunded if the refund request is made within 24 hours of the payment and every condition in this Section is met. This is a conditional policy, not a no-questions-asked or money-back guarantee: ISIF reviews each request against the conditions below and may decline it. Fees charged by payment gateways, setup fees and domain registration fees are never refunded.

Account balance recharges older than 24 hours or already used are non-refundable. The 24-hour policy applies only to new service purchases, not renewals or upgrades.

Products delivered on order are non-refundable once delivered, including within the 24-hour window. This covers travel eSIM plans (delivered when the LPA activation code or profile is issued to you); IP transit, DIA, L2 circuits and cloud on-ramps (delivered when the service is handed over after manual provisioning); IP address and prefix allocations; and any other product whose resource, credential or activation code has been issued or provisioned. Data traffic packages are non-refundable as soon as any of the allowance has been used (see below). Each such product is marked accordingly on its order page; placing the order confirms that you accept this.

Refunds can only be returned via the original payment method. If the original method is unavailable, a refund cannot be processed. Processing time varies by payment method and may take 3-10 business days.

Data traffic packages are consumable. The purchased allowance is credited to your traffic pool immediately upon payment, and traffic once carried cannot be returned to us. A traffic package is therefore non-refundable — in whole and in part — as soon as any portion of its allowance has been consumed, however small, including within the 24-hour window. A traffic package remains eligible for the 24-hour guarantee only while its recorded usage is exactly zero.

Where an account holds more than one traffic package, allowance is drawn from them in sequence and consumption is recorded against each package individually. Eligibility is assessed per package, so an untouched package is not disqualified by consumption recorded against another.

ISIF reserves the right to deny refunds in the following cases:

• Violation of our Terms of Service, including but not limited to prohibited proxy services;
• Initiating or participating in DDoS attacks or other network abuse;
• Hosting illegal content or participating in attacks against our network or third-party systems;
• Conduct deemed inappropriate or abusive on our network;
• Data transfer exceeding 5GB or bandwidth abuse patterns;
• Traffic packages against which any consumption has been recorded, however small;
• eSIM plans once the activation code or profile has been issued, and any other product delivered on order;
• Cloud Server instances and their network, disk and traffic-package options (prepaid reserved capacity, Section 10.9.2);
• Operating prohibited services such as public proxies, cryptocurrency mining, or unauthorized commercial activities;
• If the same customer (including multiple accounts deemed to belong to the same customer) has requested and received refunds more than 6 times, refund eligibility will be permanently revoked;
• Services purchased through promotional offers, discounts exceeding 50% off, or special campaigns.

Section 8 – Refund Policy

8.1 Basic Formula

Refund Amount = Order Paid Amount − Consumed Amount

• Order Paid Amount: The amount paid in cash, excluding vouchers or coupons.
• Consumed Amount: Calculated by product type and usage duration (see table).
• Daily Rate: Catalog price ÷ actual purchased days.
• Applicable Discount for Usage Duration: Calculated based on actual time used, not the original long-term discount.

Important: If the calculated Refund Amount exceeds the Remaining Cash Value of the order, refunds will be limited to the Remaining Cash Value.
Remaining Cash Value = (Remaining Duration ÷ Total Duration) × Order Paid Amount

8.2 Consumption Calculation Rules

8.3 Refund Rules

1. Discount Recalculation: Early termination recalculates used portion at the “usage-based discount”; original long-term discount is void.
2. <30 Days Multiplier: Products under 30 days apply 1.2 / 1.5 multipliers.
3. Refund Cap: Refunds cannot exceed Remaining Cash Value.
4. Quota Plans: Charged proportionally by usage or days, regardless of 30-day threshold.

8.4 Auto-Cancellation on Creation/Change Failure

Refund Amount = Paid Amount + Voucher/Coupon Amount (returned proportionally, restored as usable).

8.5 Examples

Example 1
3-year purchase (Catalog: ¥5040, Paid: ¥2736). Canceled after 1 year (ECS).
- Daily Rate = 5040 ÷ (365 × 3)
- 1-year discount: 15% off (0.85)
- Consumed = (5040 ÷ 1095) × 365 × 0.85 = ¥1428.00
- Refund = 2736 − 1428 = ¥1308.00
- (Final refund limited to Remaining Cash Value if smaller)

Example 2
3-year purchase (Catalog: ¥5040, Paid: ¥2736). Canceled after 10 days (ECS).
- Daily Rate = 5040 ÷ 1095
- 10-day discount: none (1.0); × 1.5 (<30 days)
- Consumed = (5040 ÷ 1095) × 10 × 1.0 × 1.5 = ¥69.04
- Refund = 2736 − 69.04 = ¥2666.96

Example 3
1-year storage plan (Catalog: ¥132, Paid: ¥99). Canceled after 50 days (Fixed-Quota).
- Consumed = (50 ÷ 365) × 132 = ¥18.08
- Refund = 99 − 18.08 = ¥80.92

Section 9 – eSIM Services

9.1 Nature of the Service

Travel eSIM data plans are digital products delivered electronically. Upon successful payment, an eSIM activation code (QR code / LPA activation string) is assigned to your account from our inventory. The coverage regions, data allowance, and validity period of a plan are as stated on the product page at the time of purchase.

9.2 Device Compatibility

It is solely your responsibility to confirm, before purchase, that your device supports eSIM and is carrier-unlocked. Device incompatibility or carrier-lock discovered after the activation code has been delivered is not grounds for a refund.

9.3 Installation, Single Use, and Loss

An eSIM profile can be installed on one device only and cannot be transferred to another device once installed. Deleting or removing the profile from your device destroys it permanently — we are unable to re-issue a deleted or lost profile, and a replacement requires purchasing a new plan. Keep your activation code confidential: anyone in possession of the code can install and consume your plan, and we are not liable for losses arising from a code that you have shared or exposed.

9.4 Validity and Expiry

Each plan is valid for the validity period stated on the product page. Unused data expires at the end of the validity period and does not roll over, transfer, or convert into credit or refunds.

9.5 Network Service

Connectivity is provided over the networks of local partner carriers in each destination. Actual coverage, speed, and latency depend on the local network and radio conditions and are not guaranteed. Fair-use policies of the underlying carriers may apply, and hotspot/tethering availability depends on the local network and your device. You must comply with the laws and any registration requirements of the country in which the service is used, and Section 3 (User Conduct) and Section 4 (Prohibited Proxy Services) apply to eSIM usage in full.

9.6 Refunds and Cancellation

eSIM data plans are consumable digital goods and are treated as Decreasing-Quota Plans under Section 8: where a refund is applicable, the consumed amount is calculated in proportion to the data used. The 24-hour guarantee in Section 7 applies only while the activation code has not been delivered or viewed and the recorded usage of the plan is exactly zero. Plan top-ups take effect immediately upon payment and are non-refundable once applied.

Section 10 – Cloud Server (CVM) Special Terms

This Section sets out the service-specific terms for Cloud Server (“CVM”) instances. It applies in addition to the rest of these Terms; where it conflicts with Sections 5, 7 or 8 in respect of a Cloud Server, this Section prevails.

Scope. This Section applies to Cloud Server only. In particular, the service level and service credits in Section 10.6 are given for Cloud Server instances only. They do not apply to Cloud VM, IP transit, CDN, eSIM or any other Service; for those Services no availability commitment or compensation is given unless ISIF has expressly agreed one in writing for that Service.

10.1 The Service

Cloud Server is our elastic compute service. A Cloud Server consists of an instance (vCPU and memory of a published model, in a zone you choose) together with separately sized components: a network option, a system disk, optional data disks, and a traffic option.

We may deliver the Service on infrastructure operated by us or by infrastructure partners we select. In every case you contract only with us and we remain responsible to you under these Terms. We may change the regions, zones, models, disk classes and underlying infrastructure we offer at any time; a change does not affect the paid term of a running Cloud Server unless the affected resource is withdrawn, in which case Section 10.9.3 applies.

10.2 Ordering and Provisioning

10.2.1 Components

The network option and the system disk are mandatory. Each component is priced and shown as a separate line on the invoice, shares the billing period of the instance, and renews together with it. One order creates one Cloud Server.

10.2.2 Network options

• Dedicated bandwidth – a fixed bandwidth billed per period. It cannot be reduced mid-period.
• Pay-by-traffic – the bandwidth you choose is a ceiling; traffic is billed under Section 10.4.
• Elastic IP – where the option says so, the public address is a standalone address attached to the instance. How the option is delivered on our infrastructure is up to us and may change without affecting what you ordered. The address is released when the Cloud Server is terminated.

10.2.3 Stock

Provisioning depends on available capacity in the selected zone at the time of order; stock shown on our site is indicative. If the zone is sold out after payment we retry automatically for up to 24 hours. If the Cloud Server still cannot be provisioned, the order is cancelled and refunded in full.

10.2.4 Credentials

The initial password, and any password you reset through the dashboard, is displayed once and cannot be retrieved afterwards.

10.3 Pricing and Billing

Prices are shown in the site currency, exclusive of taxes and payment-gateway fees unless stated otherwise, and may change under Section 6 to reflect infrastructure costs and exchange rates. A price change does not affect a period already paid for. Cloud Server is a Dynamically Priced Service under Section 6.8: its prices reflect infrastructure costs and exchange rates and move with them, sometimes substantially and sometimes often. The instance, the network, the disks, the traffic option, and fees such as traffic top-ups and IP changes are priced and adjusted separately, and at renewal each is charged at the price current at that time.

Where a struck-through standard price is shown next to the price, it is our reference price before the discount currently applied to that model and period. Discounts are set by us, may differ between models, zones and periods, and may be changed or withdrawn for future orders and renewals. The price you pay is the one shown at checkout and on the invoice.

Payment methods. A Cloud Server instance and its network, disk and traffic-package options are prepaid items: their initial order and every renewal cannot be paid from your account balance or gift credit and must be paid by card or another external payment method. Where auto-renew is enabled for such an invoice it is charged only to the card you designated or your default card; without a usable card the invoice is left for you to pay manually. In-term upgrades of a prepaid instance (more bandwidth, a larger disk) are invoiced the same way: the difference must be paid by card or another external method, and the change takes effect once the invoice is paid. Usage charges — pay-as-you-go traffic, overage, traffic top-ups and IP changes — are deducted from your account balance (Section 10.4).

Gift credit. Gift credit (promotional or bonus balance) cannot be used for any Cloud Server charge — not for orders, renewals, upgrades, hourly instance charges, traffic, overage, top-ups or IP changes — and does not count towards any minimum balance required by this Section 10. Where this Section refers to your account balance, it means your cash balance only.

Pay-as-you-go (hourly) instances. Where a model is offered on an hourly tier, the instance and its network, disk and traffic-package options are charged every hour from your account balance at the hourly prices shown when you order; the hourly price is higher than the equivalent monthly prepaid price. Billing is per started hour: any part of an hour counts as a full hour, including the hour in which you delete the instance. An instance you stop yourself continues to be charged while it exists; to stop paying, delete it. Ordering requires an account balance sufficient for at least 24 hours of the chosen configuration (plus any pay-as-you-go traffic reserve). If an hourly charge cannot be taken from your balance the instance is stopped at once. While it is stopped for this reason the hourly price no longer accrues; instead a stopped-server retention fee accrues for the resources it keeps — the hourly price of its disks (system and data disks) plus a public IP retention fee, as shown on the order page and in the console — counted per started hour. The retention fee is collected together with any unpaid charges when the balance is topped up, before the instance is started again; if the instance is deleted instead (including deletion after the period below), the unpaid retention fee remains owed. No retention fee is charged while an instance is suspended by us for review. Once settled, the instance is started again automatically within a few minutes. If the balance is not topped up within 48 hours of the stop, the instance is deleted and all its data is permanently lost. The 24-hour balance requirement applies only when ordering; once running, the instance is stopped only when an hourly charge cannot be collected. An hourly instance has no minimum term and no expiry: you may delete it at any time, and charges stop when it is deleted. Nothing is collected in advance and hours already charged are not refunded.

Unpaid charges. While any Cloud Server charge on your account is due and unpaid — including hourly charges, retention fees, pay-as-you-go traffic and overage invoices past their due date, whether or not the Cloud Server they relate to still exists — new Cloud Server orders are refused until it is paid.

10.4 Traffic Billing

Billable traffic is the sum of inbound and outbound public traffic of the instance, measured by the platform’s monitoring system or derived from its sampled data (1 GB = 1,000,000,000 bytes). Inbound traffic is not limited by the bandwidth you choose. Our records are conclusive in the absence of manifest error. You choose one option per Cloud Server:

10.4.1 Traffic package

Offered with prepaid billing only; hourly instances use pay-as-you-go traffic or fixed bandwidth with unmetered traffic. An included allowance per billing period. Allowances are granted per calendar month (UTC); the month in which the Cloud Server is created is prorated by the days remaining. What happens once the allowance is used up is whichever of the following the package states when you order it:

1. Invoiced afterwards — service continues and usage beyond the allowance is charged at the published overage rate on a separate invoice after the period ends. Once unbilled overage within a period reaches the credit limit we set, we may invoice that part at any time and collect it from your account balance; if it cannot be collected, the overdue rules below apply;
2. Deducted from balance — service continues and usage beyond the allowance is deducted from your account balance at the published overage rate as it accrues; if a charge cannot be collected, the public bandwidth is reduced to 1 Mbps, and if it is not settled within 24 hours the instance is stopped;
3. Throttled — the public bandwidth is reduced to 1 Mbps until the next billing period starts or you buy additional allowance;
4. Stopped — the instance is stopped until the next billing period starts or you buy additional allowance.

For Throttled and Stopped packages, nothing is charged for traffic after the limit takes effect. A limit takes a short time to take effect once the allowance is used up; traffic used beyond the allowance in that time is charged at the published overage rate on the invoice issued after the period, and any additional allowance you buy in the same period is counted against it first. The console shows when the limit took effect, how much was used beyond the allowance before it, and the estimated charge.

Month of expiry. In the calendar month in which a prepaid Cloud Server’s paid term ends, the allowance you may use before the term is renewed is limited to the part of that month’s allowance that falls before the expiry date; additional allowance you bought counts in full. If usage reaches that share before you renew, the instance is throttled or stopped as the package states for a used-up allowance, until you renew or buy additional allowance; once renewed, the full monthly allowance applies again. This does not extend the paid term and no overage is charged for it.

Usage is assessed about every 15 minutes, so a limit takes effect a short time after the allowance is used up. Being throttled or stopped because an allowance is used up does not extend the paid term and does not count as unavailability under Section 10.6. For packages invoiced afterwards:

Usage beyond the allowance is charged at the published overage rate on a separate invoice issued after the period ends and payable within 7 days. Unused allowance does not roll over, transfer, or convert into credit. If an overage invoice is not paid by its due date, we may collect it from your account balance; if it cannot be collected, the public bandwidth of the instance is reduced to 1 Mbps, and if it remains unpaid 24 hours later the instance is stopped; instances with dedicated bandwidth cannot be throttled and are stopped directly. Service resumes automatically once the invoice is paid. Where your plan offers it, you may buy additional allowance during a period from your account balance: it counts towards the current period only, does not roll over and is not refundable.

10.4.2 Pay-as-you-go

Traffic is priced per GB at the published rate and deducted from your account balance as it accrues. You must maintain the minimum balance shown in the console; it depends on the bandwidth of the instance and the traffic rate and may be higher than at the time of order. If your balance falls below it, or a traffic charge cannot be collected:

1. the public bandwidth of the instance is reduced to 1 Mbps;
2. if the balance is not restored within 24 hours, the instance is stopped;
3. instances with dedicated bandwidth cannot be throttled and are stopped directly at step 1.

Service resumes automatically once the balance is restored and outstanding charges are paid. Accrued traffic charges remain payable after cancellation. Being stopped for low balance does not extend the paid term.

Where throttling is not available. Instances with dedicated bandwidth, and network options marked at checkout as not supporting throttling, are stopped directly wherever this Section 10.4 would otherwise reduce the public bandwidth to 1 Mbps. A traffic package that stops at 1 Mbps once used up is treated, on such network options, as one that stops the instance.

10.4.3 Changing the option

To change between the two options, contact us; where we can arrange it, the change takes effect at the next renewal.

Traffic prices may be displayed per GB or per TB (1 TB = 1,000 GB). Whichever unit is displayed, traffic is charged on actual usage at the per-GB rate.

10.4.4 Changes during a term

You may change the public bandwidth or expand a data disk during a paid term. On a prepaid instance an increase is charged as the difference between the old and new size, prorated to the time remaining in the current term: once you confirm the amount an invoice is issued, which must be paid by card or another external payment method (not from your account balance), and the change is applied only after the invoice is paid; an unpaid invoice may be withdrawn by you or expires unpaid, in which case nothing changes. On an hourly instance no difference is charged: the hours used so far are settled at the old size when you make the change, the hour in progress is charged at the higher of the old and new hourly price, and the new size is billed at its hourly price after that. From the next renewal the item is billed at its new size. A bandwidth reduction takes effect immediately, but nothing already paid for the current term is refunded; dedicated bandwidth cannot be reduced during a term. Disk expansion is irreversible: a disk can be expanded but never reduced, it is billed at its new size from then on, and the only way back to a smaller disk is to buy another Cloud Server and move your data yourself; you must expressly confirm this before an expansion is submitted. The system disk can be expanded only while the instance is powered off; where the expansion was invoiced, you power the instance off after paying and then apply the change from the console. Powering it off, and starting it again afterwards, is done by you, and the resulting downtime does not count as unavailability under Section 10.6. Extending the file system inside the operating system afterwards is your responsibility. If a change cannot be applied on the platform, the amount paid is refunded to the payment method used, or to your account balance where that is not possible. Amounts paid for changes during a term are otherwise not refundable under Section 10.9.

10.4.5 Changing the public IP

A Cloud Server with a standalone public IP may have that IP changed from the console. Each change is charged at the published fee and is limited per server per day and per month, and by a platform-wide daily total; we may adjust or suspend this feature at any time. The instance is briefly unreachable during the change. The old IP is released as soon as it is replaced: it cannot be recovered and we do not promise it can ever be assigned to you again. Where IP changes are abused, including to evade blocks, restrictions or complaints, we may refuse them and act under Sections 10.7–10.8.

10.5 Term, Renewal, Expiry and Data Deletion

So that resources are released on time and never bill beyond the period you have paid for, a Cloud Server becomes renew-only shortly before the end of the paid term (currently 10 minutes before): power, password, reinstall and traffic-option changes are unavailable until it is renewed. At expiry the instance is stopped.

If the Cloud Server is not renewed within the retention period after expiry (currently 48 hours) it is terminated: the instance, its system and data disks and its public IP addresses are released, and all data is permanently deleted and cannot be recovered. A released IP address cannot be reassigned to you. Renewal after payment is applied automatically and usually completes within a few minutes.

10.6 Service Level

10.6.1 Commitment

Our availability target for a single Cloud Server instance is 99.975% per calendar month (the “Service Month”). This commitment is specific to Cloud Server and is not a commitment for any other Service.

Monthly availability = (total minutes of the instance in the Service Month − downtime minutes) ÷ total minutes of the instance in the Service Month × 100%. Downtime is the time, as recorded by our monitoring, during which a running instance is unavailable for reasons within our platform. Total minutes count only the time the instance existed and was not stopped at your request or under Sections 10.4.2 or 10.5.

10.6.2 Service credits

The monthly instance fee is the fee for the instance only (excluding network, storage and traffic), pro-rated to one month for longer periods. Credits are added to your account balance, cannot be withdrawn as cash, never exceed the instance fee for the Service Month concerned, and are your sole remedy for unavailability.

10.6.3 Claims

Claims must be made by support ticket within 30 days after the end of the Service Month, stating the Cloud Server and the period of unavailability. Claims made later are not accepted.

10.6.4 Exclusions

No credit is due for unavailability caused by:

• your own actions, operating system, software or configuration, including failure to follow documentation;
• attacks on your applications or addresses, or data loss caused by your own maintenance;
• networks or equipment outside our platform;
• scheduled maintenance or upgrades announced in advance;
• force majeure;
• suspension for breach of these Terms, non-payment, or low balance (Section 10.4.2);
• the renew-only and post-expiry periods described in Section 10.5.

10.7 Acceptable Use

Section 3 (User Conduct) and Section 4 (Prohibited Proxy Services) apply in full. In addition you must not use a Cloud Server to:

• violate any law, regulation or governmental order, or promote or facilitate illegal activity;
• send unsolicited bulk or promotional messages, or share another person’s personal data without consent;
• host or distribute content that is fraudulent, deceptive, infringing, hateful, harassing, sexually explicit, or that exploits or endangers any person, including impersonation and non-consensual synthetic media;
• distribute malicious code, probe or scan systems for vulnerabilities without authorisation, circumvent security measures, or launch or relay denial-of-service attacks;
• interfere with other customers’ use of the platform.

10.8 Suspension

Where a violation of Section 10.7 is suspected, an instance may be isolated, suspended or removed, and its traffic blocked, without prior notice, by us or by the operator of the underlying infrastructure. We are not liable for any loss resulting from such action, no refund is due for a Cloud Server suspended or terminated for a violation, and we may disclose account and usage information to our infrastructure partners or to law enforcement where required to investigate it. A suspended Cloud Server continues to consume its paid term.

10.9 Cancellation and Refunds

10.9.1 Cancellation

You may cancel a Cloud Server at any time from the dashboard or by support ticket, either at the end of the paid term or immediately. On immediate cancellation the instance, its disks and its addresses are released at once and Section 10.5 applies to the data.

10.9.2 Refunds

Sections 7 and 8 apply with the following limits. A Cloud Server instance is reserved capacity: the underlying infrastructure partner bills it for the full prepaid term and does not accept it back. Consequently amounts paid for the instance and its network, disk and traffic-package options — the initial order and every renewal — are non-refundable: early termination, whether at the end of the term or immediately, does not refund the remaining term, and the 24-hour policy in Section 7 does not apply to Cloud Server. Pay-as-you-go traffic already consumed, overage charges, traffic top-ups, and components already released at your request are likewise non-refundable. Pay-as-you-go traffic is deducted as it is used and never collected in advance; you may cancel the instance at any time to stop further traffic charges. An hourly (pay-as-you-go) instance is charged per started hour and nothing is collected in advance: deleting it stops further charges, the hour in which it is deleted is charged in full, and hours already charged are not refunded. The following are not subject to this Section: an order whose instance could not be provisioned for reasons on our side is refunded in full; withdrawal of a resource by us is handled under Section 10.9.3; and we may still grant a refund at our sole discretion, without this constituting a commitment for any other order. The non-refundable nature of the order is shown to you before you order, and placing the order confirms that you accept it.

10.9.3 Withdrawal by us

If we withdraw a model, zone or disk class that a running Cloud Server depends on, we will give reasonable notice and either migrate it to an equivalent resource or refund the unused part of the paid term in full.

10.10 Security, Backups and Data Location

We are responsible for the platform; you are responsible for everything inside the instance. We have no access to its operating system: patching, firewalling, access control and the legality of your content are your responsibility, and we are not liable for loss arising from a compromised instance. No backup service is included; you are solely responsible for keeping copies of your data elsewhere.

Disk snapshots offered in the console are a convenience, not a backup: the number of snapshots you may keep per instance is limited, snapshots are stored on the same platform as the original disk, and we give no assurance that a snapshot will be available or restorable. Rolling back to a snapshot discards everything written to that disk after the snapshot was taken. All snapshots of a Cloud Server are permanently deleted when it is terminated. The firewall offered in the console filters inbound traffic strictly according to the rules you save: you set those rules and bear their consequences, including locking yourself out of the instance, and it is no substitute for hardening the operating system.

Your instance and its disks are stored in the region you select, in data centres operated by us or by our infrastructure partners, who act as our sub-processors for that purpose. Selecting a region may involve the transfer of data to that country. See our Privacy Policy.

Section 11 – Service Changes

You can review the most current version of the Terms of Service at any time on our website.

We reserve the right to update, modify, or replace any part of these Terms at any time by posting updates and/or changes to our site. It is your responsibility to check this page periodically for changes. Your continued use of or access to the site following posting of any changes constitutes acceptance of those changes.

Material changes to these Terms are announced on the Website or in the customer portal. Unless a later date is stated, a change takes effect when it is published; it does not alter the price of a service period you have already paid for (Section 6.7).

Section 12 – Governing Law

Although our Services are offered globally, the actual Services will be governed by the applicable laws of the country in which you are located. When using our Services, you must comply with both the laws of your country and the laws of the jurisdiction where the service-providing company is registered. Any disputes arising under this Agreement shall be governed primarily by the laws of the service provider’s registered jurisdiction, while also considering the applicability of your local laws.

Section 13 – Company Information

Services are provided by:

ISIF OÜ
Registered Address: Harju maakond, Tallinn, Lasnamäe linnaosa, Sepapaja tn 6, 15551

ISIF LIMITED
Registered Address: UNIT A7, 12/F ASTORIA BUILDING, 34 ASHLEY ROAD, TSIM SHA TSUI

More details are available at https://isif.net/contact.

As we have branches in multiple countries, please refer to the company information relevant to your region for contact or support.

Section 14 – Miscellaneous

You agree to promptly pay all amounts due to us without setoff or counterclaim.

These Terms do not bind us to continue providing Services. We make no express or implied warranties or representations regarding our Services. If Services are delayed or rendered impossible due to reasons beyond our control (including but not limited to laws, decrees, riots, war, strikes, fires, floods, natural disasters, or terrorism), such Services shall be deemed suspended, and we shall not be liable.

If we determine at our sole discretion that your use violates these Terms or poses any security threat—including but not limited to threats to our customers, equipment, or network—we may immediately suspend or terminate your Services. Any waiver of our rights or failure to enforce any provision shall not constitute a continuing waiver. These Terms remain in full effect.

14.1 No Service Level Unless Expressly Stated

The Services are provided “as is” and “as available”. Unless a service level is expressly stated in these Terms for a specific product (currently only Section 10.6, for Cloud Server), we give no commitment as to availability, performance, latency, throughput or fitness for a particular purpose, and no compensation is due for interruptions, maintenance, degraded performance or network conditions.

14.2 Your Data and Backups

Unless a backup or snapshot feature is expressly included in the product you purchased, no backup service is provided. You are solely responsible for keeping independent copies of your data. We are not liable for loss or corruption of data, however caused, including by hardware failure, migration, reinstall, suspension, expiry or termination.

14.3 Limitation of Liability

To the maximum extent permitted by applicable law, ISIF is not liable for any indirect, incidental, special, consequential or punitive loss, or for loss of profits, revenue, business, goodwill or data, arising out of or in connection with the Services. ISIF’s total aggregate liability for all claims relating to a Service is limited to the fees you actually paid for that Service for the one (1) month preceding the event giving rise to the claim. Where a service credit is provided for an event, that credit is your sole and exclusive remedy for it. Nothing in these Terms excludes liability that cannot be excluded by law.

14.4 Indemnity

You agree to indemnify and hold harmless ISIF, its affiliates and infrastructure partners from any claim, loss, fine or expense (including reasonable legal fees) arising from your content, your use of the Services, or your breach of these Terms or of applicable law.

14.5 Payment Disputes and Chargebacks

If you believe a charge is incorrect you must contact our support team first. Initiating a chargeback or payment dispute without first giving us a reasonable opportunity to resolve it is a breach of these Terms: we may suspend or terminate the account and all Services on it, recover the disputed amount together with any fees charged to us by the payment provider, and refuse future orders. Amounts lost through an unjustified chargeback remain payable.

14.6 Overdue Amounts

Invoices are payable by their due date. We may suspend any or all Services on an account while any amount is overdue, set off amounts you owe against your account balance, and terminate Services whose invoices remain unpaid after the retention period.

14.7 General

If any provision of these Terms is held unenforceable, the remaining provisions remain in effect. You may not assign these Terms without our written consent; we may assign them to an affiliate or successor. These Terms, together with the product pages and order confirmations they refer to, are the entire agreement between you and ISIF regarding the Services. Where these Terms are available in more than one language, the English text prevails to the maximum extent permitted by applicable law.