Terms of service

About these terms

These Terms of Service ("Terms") are a binding agreement between you and [Registered company name], a company incorporated in India with its registered office at [Registered office address] and corporate identity number [CIN], which operates the VirtualCloud brand ("VirtualCloud", "we", "us" or "our").

You accept these Terms when you create an account, place an order or use any of our services. If you accept them on behalf of a company, firm or other organisation, you confirm that you have the authority to bind it, and "you" means that organisation.

These Terms work together with the policies below, which form part of the same agreement. Where a product-specific policy covers a point in more detail, that policy applies to that point.

• Privacy policy: what personal data we collect and why.
• Acceptable use & fair use policy: what you may and may not do with our services.
• Refund & cancellation policy: money-back periods and how refunds are paid.
• Service delivery policy: provisioning times, verification holds and cancellation.
• Uptime SLA: our 99.99% commitment and service credits.
• Domain registration agreement: extra terms for domain names.
• Cookie & browser storage policy: what our website stores in your browser.

Definitions

Account

Your customer account with us, including the client area and every Service ordered through it.

Service

Any product we provide: domain registration, web, WordPress and reseller hosting, business email, SSL certificates, VPS, dedicated servers, software licences, add-ons and support plans.

Order

A request to buy a Service. It's accepted when we confirm it or start provisioning it, whichever comes first.

Billing term

The period you pay for in advance, such as 1, 12, 24 or 36 months, or a year for domains and SSL certificates.

Your content

Everything you or your users store on, or send through, a Service: websites, files, databases, email, software and other material.

Client area

The online portal where you manage Services, invoices, payment methods and support tickets.

Business day

Monday to Friday, excluding national public holidays in India.

Your account

• You must be at least 18 years old and able to enter into a binding contract under the Indian Contract Act, 1872.
• Give us accurate, complete contact and billing details, and keep them up to date. Domain registrant details must also be accurate under each registry's rules.
• Keep your login details private and turn on two-factor sign-in. You're responsible for everything done through your Account, including by people you give access to.
• If you think someone has accessed your Account without permission, tell us straight away at security@virtualcloud.in.
• You may hold more than one Account, but you may not open one to get around a suspension, a fair-use limit or an unpaid invoice.

Orders, verification and KYC

We may accept or decline any Order. To prevent fraud and meet our legal duties, we may hold an Order and ask you to verify your identity or business, for example with government-issued photo ID, proof of address, a GST registration certificate or company documents. VPS and dedicated server Orders are the most likely to be checked.

If you don't complete verification, or we can't verify the details you give us, we'll cancel the Order and refund what you paid in full. Provisioning times and verification holds are explained in the Service delivery policy.

Prices, taxes and payment

• All prices, including our hosting prices, are in Indian rupees (₹). Prices on our website exclude GST, which is added at the applicable rate, currently 18%.
• We accept UPI, RuPay, Visa, Mastercard, net banking and wallets through our payment partners. We don't store full card numbers on our systems.
• Services are paid in advance for the Billing term you choose. Where a first-term price is lower than the renewal price, both are shown before you pay.
• Invoices are available in your client area. If you're registered for GST, add your GSTIN to your Account before you pay so that it appears on the invoice.
• Charges your bank or card issuer adds, such as foreign-currency or late-payment fees, are yours to bear.
• We may change the prices on our website at any time, but a change never affects a Billing term you've already paid for.

Renewals and price changes

Services renew automatically at the end of each Billing term for a term of the same length, unless you cancel before the renewal date or switch to a different term.

• Renewals are charged at the renewal price shown when you ordered, not at the first-term price. For example, the Orbit web hosting plan renews at ₹249/mo + GST.
• We email a renewal invoice before each due date and send reminders before a Service is affected.
• If we change the renewal price of a Service you hold, we'll email you at least 30 days before the change applies to you. If you don't agree, you can cancel before the renewal date.
• Domain renewals follow the registry's timeline. Expiry, grace and redemption periods are explained in the Domain registration agreement.
• If a renewal isn't paid, we may suspend the Service until it is. A Service that stays unpaid may be terminated, as described in Cancellation and termination.

Delivery and service levels

All Services are delivered electronically. Login details and setup information are sent by email and shown in your client area; nothing is shipped physically. Typical provisioning times:

Full details are in the Service delivery policy. Our commitment of 99.99% network and infrastructure uptime, and the service credits that apply if we miss it, are set out in the Uptime SLA. Service credits are your sole remedy for downtime the SLA covers.

Acceptable use

You must use the Services lawfully and in line with our Acceptable Use Policy. In short: no spam, phishing, malware, content that is illegal in India, attacks on other systems, or use that degrades the service for other customers. We have zero tolerance for child sexual abuse material and report it to the authorities.

Plans described as "unlimited" or "unmetered" are subject to fair use: there's no fixed cap, but usage stays within the CPU, entry-process and inode limits of the plan.

Your responsibilities

• Your content. It's yours, and so is responsibility for it. You confirm that you have the rights to everything you host and that it complies with the law.
• Software. Keep what you install up to date: your CMS, plugins and themes, and on a VPS or dedicated server the operating system and its packages, unless you have a fully managed plan.
• Backups. Keep your own. Our backups run on fixed schedules with fixed retention periods; they're a safety net, not a guarantee. Keep an independent copy of anything you can't afford to lose.
• Personal data you host. If your site stores other people's personal data, such as your shop's customers, you are the Data Fiduciary for it under the Digital Personal Data Protection Act, 2023, with the obligations that come with that role.
• Abuse notices. Respond to notices we forward to you within the time the notice gives.
• Your customers. If you resell our Services, you're responsible for your own customers and for their compliance with these Terms.

What we commit to

• Provide each Service as described on our website when you ordered it, with the resources of the plan you bought.
• Answer support tickets and email 24/7/365 in English and Hindi, with first-response targets of 30 minutes for critical issues and 2 hours for standard ones on the free support tier.
• Give at least 48 hours' notice of scheduled maintenance that may interrupt a Service, on our status page and by email where it affects you.
• Keep your data in the region you choose when you order.
• Access your content only to provide the Service, to give support you ask for, to protect our platform and other customers, or when the law requires it.

Domains, licences and third-party services

Some Services depend on other organisations. Domain names are also governed by the rules of the relevant registry, of ICANN for generic domains and of NIXI for .in domains, and by our Domain registration agreement. Software licences such as cPanel/WHM, Plesk and Windows Server are provided under the vendor's licence terms. SSL certificates are issued by a certificate authority under its own subscriber agreement.

If a third party changes its prices or terms, withdraws a product or refuses a request (for example, a registry rejecting a domain name), we'll tell you as soon as we can and offer an alternative, or refund the part we can't deliver.

Suspension

We may suspend all or part of a Service, with notice where practical, if:

• an invoice for it is overdue;
• you breach these Terms or the Acceptable Use Policy;
• the Service is causing harm, such as sending spam, hosting malware or phishing, taking part in an attack, or using resources in a way that degrades other customers' services;
• a law, a court order or a direction from a government authority requires it; or
• we reasonably suspect fraud, or that your Account has been compromised.

Where a problem can be fixed, we'll tell you what's needed and restore the Service promptly once it is. Where there's an immediate risk to other customers, our network or the public, we may act first and tell you straight after.

Cancellation and termination

You can cancel a Service from your client area or by opening a ticket, either straight away or at the end of the current Billing term. Whether a refund applies is set out in the Refund & cancellation policy:

• 30-day money-back guarantee on web, WordPress and reseller hosting and business email;
• 7 days on VPS;
• no refunds on dedicated servers, domains, SSL certificates, software licences or setup fees.

We may terminate a Service if an invoice stays unpaid after reminders, if a breach of these Terms isn't put right within the time we give you, or straight away for serious or repeated abuse or where the law requires it.

After termination, the Service's data is kept for 7 days so that you can ask us to restore it, and is then permanently deleted. Records the law requires us to keep, such as invoices and KYC records, are kept for the periods listed in the Privacy policy. How each product is cancelled is explained in the Service delivery policy.

Personal data and privacy

We process personal data about you and your Account as a Data Fiduciary, as our Privacy policy describes, under the Digital Personal Data Protection Act, 2023 and the Digital Personal Data Protection Rules, 2025.

For personal data inside your content, we act as your Data Processor. We process it only to provide the Service and on your instructions, and never for our own purposes.

Intellectual property

You keep all rights in your content. You give us a limited licence to host, copy, transmit and display it only as far as we need to provide the Services, including making backups.

The VirtualCloud name, logo, website, software and documentation belong to us or our licensors. These Terms don't give you any right to use them beyond what you need to use the Services. If you send us feedback or ideas, we may use them to improve the Services without any obligation to you.

Disclaimer of warranties

We provide the Services with reasonable skill and care. Apart from what these Terms and the Uptime SLA expressly say, and to the extent the law allows, the Services are provided "as is" and "as available". We don't promise that they will be uninterrupted, error-free or fit for a particular purpose. Nothing in this section affects any right you have under the Consumer Protection Act, 2019 that the law doesn't allow us to exclude.

Limitation of liability

• Neither of us is liable to the other for indirect or consequential loss, or for loss of profits, revenue, business, goodwill or data, even if it was foreseeable.
• Our total liability for all claims arising from or relating to a Service is limited to the fees you paid us for that Service in the 12 months before the event that gave rise to the claim.
• Service credits paid under the Uptime SLA count towards that limit.
• These limits don't apply to liability that can't be limited by law, including liability for fraud, or to your obligation to pay for the Services.

Indemnity

You'll compensate us for claims made against us by third parties, and the reasonable cost of defending them, to the extent they arise from your content, your breach of these Terms or the Acceptable Use Policy, or your breach of any law or third-party right. We'll tell you promptly about any such claim and, where it's appropriate, let you control the defence.

Events beyond our control

Neither of us is responsible for a failure or delay caused by events beyond our reasonable control, such as natural disasters, epidemics, war, civil unrest, government action, power or telecommunications failures outside our facilities, or attacks that exceed reasonable mitigation capacity. This doesn't suspend payment obligations. If such an event stops a Service for more than 30 consecutive days, either of us may cancel it, and we'll refund prepaid fees for the unused period.

Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to the next section, the courts at [City of registered office], India have exclusive jurisdiction over any dispute arising from them. If you are a consumer, you may also bring a complaint before the consumer commission with jurisdiction where you live or work, as the Consumer Protection Act, 2019 allows.

Complaints and disputes

1. Start with our team. Most problems are fixed fastest by support or billing.
2. Escalate to the Grievance Officer. If you're not satisfied, write to our Grievance Officer. Complaints are acknowledged within 24 hours and resolved within 15 days, in line with the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021.
3. Personal-data complaints. Once our grievance process is complete, you may complain to the Data Protection Board of India.
4. Arbitration. A dispute between businesses that is still unresolved 30 days after it reaches the Grievance Officer may be referred by either party to a sole arbitrator under the Arbitration and Conciliation Act, 1996, seated at [City of registered office] and conducted in English. This doesn't limit a consumer's right to approach a consumer commission.

Changes to these terms

We may update these Terms to reflect changes in the law, in our Services or in how we run them. The current version is always on this page with its "Last updated" date. If a change materially reduces your rights, we'll email you at least 30 days before it takes effect. If you don't agree, you can cancel before then and we'll refund prepaid fees for the unused part of any affected Service.

General

• Entire agreement. These Terms and the policies they refer to are the whole agreement between us about the Services.
• Severability. If a court finds any part of these Terms unenforceable, the rest stays in force.
• No waiver. If we don't enforce a right straight away, we haven't given it up.
• Assignment. You may not transfer your Account or these Terms without our written consent. We may transfer them to a business that takes over ours, and we'll tell you if we do.
• Notices. We send notices to the email address on your Account. You can send notices to legal@virtualcloud.in or by post to our registered office.
• Electronic record. These Terms are an electronic record under the Information Technology Act, 2000 and need no physical or digital signature.

Contact us

Questions about these Terms: legal@virtualcloud.in. By post: [Registered company name], [Registered office address], India.

For anything else, use the contact page: invoices go to billing@virtualcloud.in, abuse reports to the report abuse page, and complaints to our Grievance Officer.