General Terms and Conditions
Connect Your Hosting

Version 1.0, December 2025

The foundation of our partnership

At Connect Your Hosting, we believe it’s important that you know exactly where you stand. These General Terms and Conditions clearly set out the agreements that apply to the use of our services and the responsibilities we share.

Our processes and security measures are embedded in our ISO 27001-certified Information Security Management System (ISMS). This certification confirms that we operate in accordance with internationally recognised standards for information security, risk management and operational continuity.

With these terms we create a clear and reliable foundation, so that you always know what to expect from us, and what we expect from you.

This English text is a translation of our Dutch General Terms and Conditions. In case of any discrepancy between the Dutch and English versions, the Dutch version prevails.

Table of contents

1. Definitions
2. Applicability and order of precedence
3. Formation of the agreement
4. Contract term, renewal and termination
5. Right of withdrawal (consumers)
6. Account & security
7. Pricing, payment and collection
8. Use & acceptable use
9. Notice-and-Takedown
10. Domain names and SSL certificates
11. IP addresses & network conditions
12. Hardware, licences & audits
13. Cloud services (VPS, GPU, vDC, VDI)
14. Back-up & retention
15. Migrations & exit services
16. Availability, maintenance & SLA
17. Confidentiality
18. Intellectual property rights
19. Privacy, GDPR & DPA
20. Liability
21. Force majeure
22. Service changes & deprecation
23. Environmental disclaimer
24. Assignment
25. End of service & data deletion
26. Governing law

Article 1 — Definitions

In these General Terms and Conditions, the following definitions apply:

• Connect Your Hosting — established in Eindhoven, registered with the Dutch Chamber of Commerce (KvK) under number 53612981.
• Customer / you — any natural or legal person entering into an agreement with Connect Your Hosting.
• Services — all services offered by Connect Your Hosting, including: web hosting, email hosting, VPS, vDC, VDI, compute, storage, DNS, firewall/security services, APIs, back-ups, domain registrations, SSL certificates, monitoring and managed services.
• Agreement — the contract between you and Connect Your Hosting, including quotations, SLAs, DPAs, product descriptions and these General Terms and Conditions.
• Account — your personal management environment for services, settings, billing and wallet.
• Wallet — the digital wallet in your account for credit within Connect Your Hosting.
• SLA — additional agreements regarding availability, response times and compensation.
• DPA (Data Processing Agreement) — agreement in accordance with the GDPR for the processing of personal data.
• Incident / outage / unavailability — situations defined in the SLA in which a service is wholly or partially non-functional.
• Monitoring endpoint — the point chosen by Connect Your Hosting from which availability is objectively measured.

Article 2 — Applicability and order of precedence

1. These General Terms and Conditions apply to all services, quotations and agreements of Connect Your Hosting.
2. Deviations are only valid if confirmed in writing by Connect Your Hosting.
3. Customer terms and conditions are expressly rejected.
4. Connect Your Hosting may engage third parties for the performance of services.
5. If you resell services (reseller), you must pass these terms on to end users.
6. Connect Your Hosting is not liable for delays, outages, quality degradation or shortcomings caused (in part) by external suppliers, including data centres, networks, hardware vendors, power suppliers, certificate authorities, RIPE and licence partners.
7. In the event of conflicts between documents, the following order of precedence applies:
   
   1. Custom agreement
   2. SLA
   3. DPA
   4. Product-specific terms
   5. These General Terms and Conditions

Article 3 — Formation of the agreement

1. An agreement is formed as soon as you place an order or accept a quotation.
2. Quotations are valid for 30 days, unless explicitly stated otherwise.
3. You must provide correct information; inaccuracies may lead to price adjustments.
4. Domain names and SSL certificates are processed and delivered immediately, which means the right of withdrawal for consumers no longer applies. For other services that are processed and delivered immediately, a pro rata settlement will be made if the right of withdrawal is exercised.
5. Connect Your Hosting may carry out additional identity or security screening to prevent fraud.

Article 4 — Contract term, renewal and termination

1. Term and renewal
   
   1. Domain names: annual contract, annual renewal. Renewal only takes effect after payment has been received. If payment is not made or is made late, the domain may lapse or enter a ‘grace period’.
   2. Web hosting / VPS / vDC / VDI / GPU servers and other: monthly, half-yearly or yearly contract (at the customer’s choice). Renewal is always automatic.
   3. Automatic renewal per contract period.
2. Package changes (upgrade / downgrade)
   
   1. You can change packages by upgrading. An upgrade takes effect immediately once it has been processed.
   2. A downgrade of a package is generally not possible. Individual resources may be downgraded, but only take effect at the start of the new billing period. For example: an NVMe VPS X3 cannot be downgraded to an NVMe VPS X2. However, if you have an NVMe VPS X3 with 6 additional vCPU cores, you can downgrade the additional vCPU cores.
   3. For contracts and custom arrangements: all resources that are part of the offer and the associated contract fee cannot be downgraded during the current contract period. Additional resources may always be downgraded, but are settled on a monthly basis. For example: you take out a vDC service with 120 vCPU cores and 400 GB RAM within the contract volume and later add an additional 100 GB RAM; you can then only downgrade the additional 100 GB RAM, until the end of the current contract period.
   4. Any costs arising from a change — such as migration costs, configuration costs or required adjustments — will be charged by Connect Your Hosting at the applicable hourly rate, unless agreed otherwise.
   5. A change of package or contract may result in a change to the contract term, price or any previously offered discount. This will be communicated in advance.
3. Termination
   
   1. You may terminate at any time.
   2. Termination takes effect at the end of the current contract period.
4. Consumers (Dutch Van Dam Act on automatic renewals)
   
   1. After tacit renewal:
      
      1. termination is possible at any time,
      2. with a maximum notice period of one month.

Article 5 — Right of withdrawal (consumers)

1. Consumers have a 14-day cooling-off period, except where:
   
   1. the service has been performed immediately at the customer’s request;
   2. the order concerns domain names or SSL certificates;
   3. the service has been configured to your specifications (custom work).
2. For orders that are delivered immediately, you expressly waive the right of withdrawal.
3. Business customers have no right of withdrawal.

Article 6 — Account & security

1. You are responsible for secure access and passwords.
2. Actions taken from your account are considered to have been performed by you.
3. For Managed services, Connect Your Hosting must have received an administrator account from the customer.
4. Security incidents must be reported immediately.
5. Connect Your Hosting is not responsible for problems caused by configurations, scripts, software, settings or security incidents, unless expressly agreed otherwise and only where Connect Your Hosting has exclusive root or admin access to the system in question.
6. Connect Your Hosting is not responsible for actions within your systems or those of third parties, carried out by you or by third parties. Problems arising as a result of actions by you or third parties fall entirely outside SLA coverage.

Article 7 — Pricing, payment and collection

1. Payment term: 7 days, unless agreed or explicitly stated otherwise.
2. Connect Your Hosting may index prices up to twice per year. As a guideline, we use the indices of CBS (Statistics Netherlands) for commercial services and transport (web hosting and data centre colocation), combined with market conditions. Licence prices may be increased by the same percentage and at the same time as the supplier (e.g. Microsoft) implements such an increase, with at least 30 calendar days’ prior notice.
3. In the event of non-payment, services may be suspended.
4. Statutory (commercial) interest and collection costs will be charged.
5. You are not permitted to set off or suspend payments.
6. Wallet and credit
   
   1. If you use the Wallet within your Connect Your Hosting account, you are responsible for ensuring sufficient credit is available in good time to enable renewal of services.
   2. If the Wallet balance is insufficient at the time a service is renewed, Connect Your Hosting may suspend or terminate the service.
   3. Wallet credit is non-refundable, unless required by law.
   4. Unused credit lapses upon termination of the agreement or cancellation of the account, unless Connect Your Hosting has confirmed otherwise in writing.

Article 8 — Use & Acceptable Use

1. You may not use our services for, among other things:
   
   1. spam, malware, phishing, botnets;
   2. DDoS, brute force, scanning;
   3. illegal content;
   4. copyright infringement;
   5. open mail relays / exit nodes;
   6. abuse of compute or GPU capacity;
   7. activities that harm our infrastructure and/or other customers;
   8. activities prohibited by law.
2. Fair Use
   
   1. Connect Your Hosting may apply limits on CPU, RAM, I/O, GPU, storage and data traffic.
3. Shared infrastructure and resource use
   
   1. Web hosting and similar services are delivered on shared infrastructure, unless agreed otherwise in writing.
   2. Connect Your Hosting may take measures when your website, application or mailbox consumes a disproportionate amount of CPU, RAM, I/O, storage or data traffic, or when this poses a risk to platform stability.
   3. If overruns are structural, Connect Your Hosting will consult with you. Connect Your Hosting may require you to choose from the following options:
      
      1. limiting the service,
      2. mandating an upgrade, or
      3. charging additional costs.
   4. Usage limits are determined by the chosen package.
4. Web hosting and email hosting / Hosted Exchange — specific obligations
   
   1. You are required to keep scripts, plug-ins, CMS installations and software up to date.
   2. Outdated software that poses security risks may be blocked or isolated by Connect Your Hosting.
   3. You must prevent spam through correct configuration of scripts, forms and mail settings.
   4. Connect Your Hosting may block or restrict email accounts in the event of abuse or abnormally high mail volume.
5. In the event of a breach, Connect Your Hosting may restrict, isolate, suspend or terminate services.

Article 9 — Notice-and-Takedown

1. Connect Your Hosting may remove or block content in the event of abuse or complaints.
2. You will always be informed in advance or afterwards, unless this is not legally permitted or possible.
3. Data may be disclosed to authorities where required by law.
4. Structural breaches may result in termination of services.

Article 10 — Domain names and SSL certificates

1. Connect Your Hosting acts as intermediary for applications but does not guarantee registration.
2. The terms of registries and certificate authorities apply.
3. Recovery actions may incur additional costs.
4. Additional rules for domain names:
   
   1. You are responsible for correct WHOIS data. Incorrect or outdated data may lead to suspension or revocation of domain names by registries.
   2. If a domain name is revoked due to late payment, incorrect WHOIS data or other customer-related causes, Connect Your Hosting is not liable.
   3. Reactivation or recovery of an expired domain name may incur additional costs and is subject to the rules of the registry.
   4. For transfers (inbound/outbound), you must provide the required authorisation codes and confirmations in good time.

Article 11 — IP addresses & network conditions

1. IP addresses remain the property of Connect Your Hosting or the assigning RIPE-LIR.
2. They are not transferable to other providers.
3. Upon termination of the contract, the right of use lapses.
4. RIPE policies apply in full.

Article 12 — Hardware, licences & audits

1. Connect Your Hosting delivers services subject to the availability of hardware and infrastructure.
2. You are responsible for the correct licences (Windows, SQL, RDS) and the correct quantity thereof, including when you obtain licences via Connect Your Hosting.
3. Connect Your Hosting may pass on vendor price changes.
4. You must cooperate with any vendor audits.
5. Connect Your Hosting may temporarily suspend the SLA in the event of breaches of licensing obligations.

Article 13 — Cloud services (VPS, GPU, vDC, VDI)

1. Unless agreed otherwise, cloud environments are unmanaged.
2. You are responsible for OS patches, applications, configurations and security.
3. Problems caused by your configurations:
   
   1. do not count towards uptime;
   2. problem resolution is billed at the hourly rate.
4. Connect Your Hosting may change hardware, hypervisors, nodes and network components without prior notice, provided no downtime is expected.

Article 14 — Back-up & retention

1. Connect Your Hosting performs daily best-effort back-ups of server services, unless excluded or agreed otherwise.
2. Premium back-ups have guaranteed retention.
3. Back-up retention per service:
   
   1. For web hosting and email services, Connect Your Hosting retains back-ups for a maximum of 5 days after termination.
   2. For VPS, VDI and vDC, Connect Your Hosting retains back-ups for up to 5 days after termination.
   3. Premium back-up retention periods only apply where a premium back-up service has been purchased and/or custom arrangements have been made via a contract.
4. You remain responsible for your own back-ups.
5. Connect Your Hosting does not perform recovery tests on customer data and/or systems. The customer may always submit a request. Connect Your Hosting may charge costs for this on an hourly basis.
6. Deletion is carried out in accordance with ISO 27001 procedures.

Article 15 — Migrations & exit services

1. Migrations are carried out at the hourly rate, unless agreed otherwise.
2. Incorrect input (both technical and non-technical, such as in handover documentation) or missing access may lead to additional costs.
3. Upon termination, Connect Your Hosting may export data at the hourly rate.
4. Connect Your Hosting is not liable for data loss caused by problems in your environment.

Article 16 — Availability, maintenance & SLA

1. Maintenance is preferably carried out at weekends between 13:00 and 22:00. In certain cases, maintenance may take place on weekdays between 21:00 and 05:00.
2. Emergency maintenance may take place immediately.
3. Availability is measured exclusively via Connect Your Hosting monitoring, unless agreed otherwise.
4. Maintenance, emergency maintenance and interruptions of less than 2 minutes do not count.
5. SLA compensation only applies where an active SLA is in place.

Article 17 — Confidentiality

1. Both parties shall treat all confidential information received in the context of the agreement as strictly confidential.
2. Confidential information includes, in any event, technical data, configurations, passwords, business information, security information, customer data and financial information.
3. Information does not qualify as confidential if it:
   
   1. was already public without breach of this agreement;
   2. was independently developed without use of confidential information;
   3. was lawfully provided by a third party without an obligation of confidentiality;
   4. must be disclosed under law or regulation.
4. If Connect Your Hosting is legally obliged to disclose confidential information (for example to investigative authorities), it will, to the extent legally permitted, inform the customer in advance.
5. Confidentiality continues to apply for five (5) years after termination of the agreement, unless statutory retention periods are longer.

Article 18 — Intellectual property rights

1. All intellectual property rights in software, configurations, scripts, documentation, manuals, templates, designs, platform components and other materials supplied by Connect Your Hosting remain the property of Connect Your Hosting or its licensors.
2. You receive only a non-exclusive, non-transferable right of use for the duration of the agreement.
3. Without written consent, it is not permitted to:
   
   1. copy, modify, reverse-engineer or decompile software;
   2. distribute, sell or make available configurations or scripts to third parties;
   3. circumvent security mechanisms or manipulate access levels.
4. All data, files and materials that you place on the platform yourself remain your property.
5. You warrant that the data you provide does not infringe the rights of third parties. You fully indemnify Connect Your Hosting against claims arising from such infringement.

Article 19 — Privacy, GDPR & DPA

1. You are the data controller; Connect Your Hosting is the data processor.
2. A DPA is mandatory where personal data is processed.
3. Processing takes place in accordance with ISO 27001 procedures.
4. Connect Your Hosting does not check which personal data you process and is not responsible for the lawfulness thereof. You warrant that all personal data you process is lawful.

Article 20 — Liability

1. Connect Your Hosting is liable only for direct damage resulting from an attributable failure.
2. Connect Your Hosting is never liable for indirect damage such as consequential damage, data loss or lost profits.
3. Maximum liability:
   
   1. the amount you have paid for the relevant service in the last 12 months;
   2. with an absolute maximum of € 1,000 per year.
4. SLA compensation is the sole remedy in case of unavailability.

Article 21 — Force majeure

Examples of force majeure: outages at data centres, network failures, power failures, DDoS attacks, pandemics, natural disasters, government measures and other causes beyond the control of Connect Your Hosting.

Article 22 — Service changes & deprecation

1. Connect Your Hosting may change, improve or discontinue services.
2. In the event of significant changes, you will be notified at least 30 days in advance.
3. In that case, you may terminate before the effective date of the change.

Article 23 — Environmental disclaimer

Connect Your Hosting strives for sustainable hosting, but does not guarantee CO₂ neutrality or any specific environmental performance unless confirmed in writing.

Article 24 — Assignment

Connect Your Hosting may assign the agreement to a third party. In that event, consumers may terminate the agreement.

Article 25 — End of service & data deletion

1. You are responsible for securing your data in good time.
2. After termination, data will, where possible, be deleted in accordance with ISO 27001:
   
   1. immediately after the end of the contract;
   2. back-ups after 5 days.
3. Administrative data will be retained for as long as required by law.

Article 26 — Governing law

Dutch law applies.

Disputes will be submitted to the competent court of the East Brabant District, location ’s-Hertogenbosch, the Netherlands.