Service delivery

About this policy

This policy explains how [Registered company name] ("VirtualCloud", "we", "us") delivers the services you buy from us: what you receive, how long it takes, when we may hold an order for checks, and how you can cancel. It is part of our Terms of service.

We sell digital services only. Payment partners and the Consumer Protection (E-Commerce) Rules, 2020 ask online sellers to explain how and when their goods or services are delivered; for us, this page is that explanation. Where a product page shows a more specific time for a particular order, that time applies.

How services are delivered

All services are delivered electronically. When a service is ready, we send a welcome email to the address on your account and show the same details in your client area. There is no physical shipment, courier or delivery charge, and no delivery address beyond your email.

A service counts as delivered when its login details are available in your client area. If the welcome email doesn't arrive, check your spam folder; the client area always has the same information.

Delivery times

These are the usual times from payment confirmation to a working service, from 15 minutes for hosting to 3–5 business days for build-to-order dedicated servers. Most orders are set up automatically, so they're usually ready well within these times at any hour of the day.

Verification and fraud holds

Any order can be held for fraud screening or identity verification before we set it up. VPS and dedicated server orders are the most likely to be checked. We may also check an order when, for example, the billing details don't match the payment, the order is placed through an anonymising proxy, or it's unusually large for a new account.

What we may ask for

• Individuals: a government photo ID, such as a PAN card, passport, driving licence or voter ID, and proof of address if the ID doesn't show it.
• Businesses: a GST registration certificate, a certificate of incorporation, LLP or partnership deed, and a letter authorising the person who placed the order.
• Sometimes: confirmation of the purpose of the service, or of a contact number we can reach you on.

Subscriber records for VPS and dedicated servers

Under the CERT-In Directions of 28 April 2022, issued under section 70B of the Information Technology Act, 2000, providers of VPS and similar services in India must keep validated records of their subscribers. For each VPS and dedicated server we record:

• the subscriber's validated name, address and contact numbers;
• the period for which the service is hired, with dates;
• the IP addresses allotted to the service;
• the email address, IP address and time stamp used when you signed up;
• the purpose for which the service is hired; and
• the ownership pattern of the subscriber, for example individual, company or partnership.

We keep these records for 5 years after the service ends, as the Directions require, and use them for no other purpose. Our Privacy policy lists every retention period.

How a hold ends

We email you as soon as an order is held and tell you exactly what we need. Once we've verified it, we set the service up straight away. If we don't receive what we need within 7 days of our request, or we can't verify the details given, we cancel the order and refund everything you paid, as our Refund policy describes.

If delivery is delayed

• If an order is taking longer than the times above for any reason other than a verification hold, we email you with the reason and a new estimate.
• Problems that affect many customers at once are posted on our status page.
• If your login details haven't arrived in the time shown, check your spam folder and client area, then open a ticket with your order number. Tickets are answered 24/7, with a first-response target of 2 hours, or 30 minutes for critical issues.
• You can cancel any order we haven't delivered yet, at any time, and get a full refund.
• If we can't deliver a service at all, for example because the configuration you chose isn't available in that location, we tell you, offer an alternative if there is one, and refund you in full if you don't want it.

Once your service is live

Delivery hands the service over to you, and some first steps are yours. We recommend you:

• change any password we sent you, turn on two-factor sign-in for your client area, and on a VPS or dedicated server sign in with an SSH key (see connecting to your VPS over SSH and securing a new VPS);
• point your domain to the new service, using our guide to pointing a domain to your hosting;
• turn on free SSL for your sites with AutoSSL; and
• keep your own backups, as our Terms require.

If you asked for a free migration, our team copies your site and tests it on a temporary URL, and you switch DNS when you're happy with it. How it works is explained on our migration page.

Upgrades and add-ons

• Upgrades and add-ons ordered later are delivered the same way as new orders, and within the same times.
• A VPS resize is applied with a reboot and your data stays in place. Disks can grow but can't shrink, so moving to a smaller plan means a new VPS.
• Hardware added to a dedicated server, such as an extra NVMe drive or more memory, is fitted in a short maintenance window that we agree with you first.
• Changes we need to make to our platform are announced at least 48 hours ahead on the status page, and by email where they affect your service.

Cancellation

You can cancel any service at any time. In your client area, open the service and choose Request cancellation, then pick one of two options. You can also open a ticket from the email address on your account. Only the account holder, or a contact they've authorised, can cancel a service.

Immediately

The service stops straight away and its data enters the 7-day retention period described below.

End of billing term

The service runs until its renewal date and then stops. No further invoices are raised for it.

Whether a refund applies depends on the product and on how long you've had it, as set out in our Refund & cancellation policy. Cancelling within a money-back period doesn't make the refund automatic: ask for it in the same ticket.

Your data after a service ends

When a service ends, whether you cancelled it or it was terminated, we keep its data for 7 days so that it can be restored if you ask. Restoring an unpaid service needs the outstanding invoice to be paid first. After 7 days the data, including our backups of it, is permanently deleted and can't be recovered.

Records the law requires us to keep are kept separately for the periods in our Privacy policy: for example invoices, and subscriber records for VPS and dedicated servers for 5 years after the service ends.

Services that aren't renewed

If a renewal invoice isn't paid, we send reminders before the due date and after it. A service that stays unpaid is suspended and, if it's still unpaid after further notice, terminated, after which the 7-day retention period applies. Domains follow the registry's expiry, grace and redemption periods instead.

When we suspend or end a service

We can suspend or end a service ourselves only for the reasons in our Terms of service: unpaid invoices, breaches of the Terms or the Acceptable Use Policy, harm to other customers or our network, legal requirements, or suspected fraud. Where a problem can be fixed, we tell you what's needed first and restore the service promptly once it is.

Changes to this policy

We may update this policy when our products, delivery processes or the law change. The current version is always on this page with its "Last updated" date. Delivery times for an order are the ones in force when you placed it.

Contact and company details

Legal name

[Registered company name]

Registered office

[Registered office address], India

CIN

[CIN]

GSTIN

[GSTIN]

Orders and setup

support@virtualcloud.in, tickets and email 24/7, in English and Hindi

Payments and invoices

billing@virtualcloud.in

Complaints

Our Grievance Officer acknowledges complaints within 24 hours and resolves them within 15 days.