1. Fair Use Policy

Services provided by Novonode are not explicitly limited by bandwidth or disk space, however restrictions do apply based on our fair use policy.

Disk space provided by Novonode may be described as ‘unlimited’ or ‘unmetered’ for the sole purpose of storing material related to your service. We reserve the right to remove content from our servers that is not explicitly related to the use of your service following warnings via email or suspend your service without notice. Disk space has a soft limit of 50GB for storage.

If your service is using an excessive amount of bandwidth, random access memory (RAM) or central processing unit power (CPU), we will send you warnings via email to the email address registered on the billing panel. If the problem is not fixed in a timely manner, we may suspend your service or place limitations on it. It is at the discretion of the Management Team as to what is defined by ‘a timely manner’.

• Minecraft Hosting
  • By purchasing a Minecraft server service from Novonode, you automatically agree to Mojang Studios’ ‘End User License Agreement. You can find such agreement here: Mojang EULA
  • If your Minecraft server service provided by Novonode is found to be in violation of Mojang Studios’ End User Licence Agreement, it may be suspended without notice until the violating content has been removed from the Minecraft server. We may, at our discretion, notify Mojang of such a breach.
• Discord Bot Hosting
  • By purchasing a Discord bot package from Novonode, you automatically agree to Discord Inc’s Terms and Conditions. You can find such TOS here: Discord TOS
  • If your Discord bot service provided by Novonode is found to be in violation of Discord’s Terms and Conditions, it may be suspended without notice until the violating content has been removed from the Discord bot service. We may, at our discretion, notify Discord of such a breach.
  • One Discord bot can be hosted per package. If you're found to be in violation of this, services may be suspended without notice until the violating content has been removed from the Discord bot service.
• Website Hosting
  • You must not use your service provided by Novonode for the hosting of illegal or nulled websites. You must not use your service to conduct email spam. You must not use your service to host, use, amend or interact in any way with nulled or illegal software or programs. You also must not use your service for something that would be deemed, by any reasonable person, morally or ethically unacceptable.
  • Services in violation of the above terms can be reported via our billing panel using a support ticket. Services in violation of the above terms can be suspended without notice.
• VPS Hosting
  • VPS’ are unmanaged, which means that our only obligation to the client is ensuring the uptime of your service as per our Service Level Agreement (“SLA”). Which can be found here: Novonode SLA
  • You must not use your service provided by Novonode for the hosting of illegal or nulled websites. You must not use your service to conduct email spam. You must not use your service to host, use, amend or interact in any way with nulled or illegal software or programs.
  • Services in violation of the above terms can be reported via our billing panel using a support ticket. Services in violation of the above terms can be suspended without notice.
  • The following programs or scripts, including, but not limited to, Denial of Service (DoS/DDoS) attacks or scripts, port screening, host spam scripts (including email spam) are strictly prohibited on your VPS service.
• Teamspeak Hosting
  • By purchasing a TeaSpeak package from Novonode, you automatically agree to TeaSpeaks’s Terms and Conditions.
  • If your TeaSpeak service provided by Novonode is found to be in violation of TeaSpeak’s Terms and Conditions, it may be suspended without notice until the violating content has been removed from the TeaSpeak service. We may, at our discretion, notify TeaSpeak of such a breach.
  • The term "lifetime" is used for promotional purposes only and does not necessarily mean the clients lifetime.
  • A lifetime service may be terminated without notice for a variefy of reasons, including but not limited to: Breach of Terms and Conditions by the client, Closure, sale or merger of this company and/or economic conditions.
• Domains
  • If your Domain service provided by Novonode is found to be in violation of our Terms and Conditions, it may be suspended without notice until the violating content has been removed from the service.
  • By purchasing a Domain, you agree that the fee is non-refundable.
  • If your Domain is not automatically registered, it will need to be activated manually within 24-48 hours.

2. Unmanaged Services

By purchasing a service that is unmanaged from Novonode, you automatically agree to Novonode's Terms and Conditions.

All VPS packages rendered by Novonode are to be considered unmanaged.

"Support Sessions", can be additionally purchased on a per-case basis to have our team look further into a solution.

By purchasing a "Support Session" you agree that the fee is non-refundable regardless of if the desired outcome of the "Support Session" is achieved.

3. Acceptable Use Policy

Novonode strives to maintain a high-level of service, and a lot of customers depend on our high standards of quality. As such, we will not provide services to those that are using our services for:

• Hacking, which includes, for example penetrating or attempting to access, without authorization, another computer or network. port scans, stealth scans, and fraudulent credit card "phishing" techniques are also prohibited.
• Hosting of files, that are under copyright (if not bought) or other data that infringes on another's copyright or other intellectual property rights.
• Spamming, or sending of bulk unsolicited email. We maintain a strict policy on spamming, which includes the sending of unauthorized commercial messages by use of our services, or by maintaining an open SMTP connection. We reserve the right to refuse or terminate service based on reasonable indications that you are engaged in spamming of any sort.
• Uploading or linking to any content that violates another's right of publicity or privacy.
• Distributing hate speech, or any other content that is obscene, abusing, this could be considered libelous and defamatory.
• Hosting, storing, or distributing child pornography. If any such content is found and brought to our attention, the proper law enforcement agencies will be notified.
• Child pornography, bestiality, hate speech, scam sites, phishing sites and any other material which is considered to be illegal in Canada or your country of residence is strictly prohibited.
• Hosting, storing, or distributing pornographic material. This includes sites that may provide links to adult content elsewhere. In addition, our servers and services may not be used for the propagation, distribution, housing, processing, storing or otherwise handling in any way lewd, obscene, or satanic materials.
• A massive Content Delivery Network (CDN) streaming on Novonode servers or network.
• Threatening to DDoS and/or DDoSing or Doxing.
• Stealing files that do not belong to you, especially stealing copyrighted files.

4. Security

You must not share your account details with any other individual or organisation. As you are prevented from sharing account details, Novonode will hold you responsible for any actions carried out by your account that violates the TOS. As a result, you will be penalised for any violations caused by your account.

If your account has been breached but you fail to report it to Novonode, we may suspend or terminate your service and bar you from ordering services from Novonode in future. Further, you must not use your services to exploit flaws in Novonode’s software or hardware, or the software or hardware of other internet services.

All flaws and potential exploits within Novonode’s hardware or software must be reported via a ticket in the billing panel upon discovery.

5. Payment, Refunds, Disputes

• Payments
  • Your services will not be activated by Novonode until the first payment is successfully received by us. Further, if you do not renew your service before the stated expiration date, your service will be suspended automatically until a payment is made. Following fifteen (15) days without payment, your service will be terminated, and all the associated files will be removed from our servers.
• General Refund Policy
  • All refund requests must be made via a ticket on our billing panel. When requesting such a refund, you must be logged into the appropriate client account. Failure to log into your client account when submitting a refund request will result in the request being denied on security grounds. Our support team will then ask you to login and resubmit the request, granting you an additional 24 hours to do so.
  • Payments for the renewal of a service, addons for services you purchase, and dedicated servers cannot be refunded under any circumstances. Account credits are non-refundable and non-withdrawable.
  • All refunds will be provided as Novonode credit or sent via the original payment method. This is at the discretion of our support team or management team. Upon the refund of a payment, all related services will be immediately terminated, and the associated files removed from our servers.
• 24 Hour Refund Policy
  • Subject to the various conditions below, Novonode can provide a refund within the first twenty-four ("24") hours of ordering a new service.
  • Refunds for services are available within the first twenty-four ("24") hours of a monthly or quarterly plan commencing. The twenty-four ("24") hour time period commences at the time of order and ceases when the cancellation request is submitted. Beyond this period, refunds are given solely at our discretion. Upon submitting a refund request, our support team may seek to assist you in solving any issues you have with the service before issuing a refund. You are required to submit a valid reason for the refund request, although the reason provided does not affect your eligibility to claim a refund under this policy.
  • When our support team receives a refund request, they will seek confirmation from yourself to process the refund before it is issued. If you fail to confirm your continued desire to seek a refund within fourty-eight ("48") hours of our communication, you will no longer be able to request a refund under this policy.
  • This policy only covers the first twenty-four ("24") hours after a new service commences and is only extended to a single transaction per client account. Further payments to renew, upgrade or purchase add-ons for the existing service are not eligible under this policy.
  • Chargebacks or payment disputes on any payment processor or platform will result in a loss of eligibility for a refund under this policy.
  • Should you retract a refund request or fail to confirm such a request, the request will be treated as void and no refund will be issued. A new refund request can be submitted following this but will be treated independently of the void request and will follow the terms as outlined above.
  • Clients who are found to be creating multiple client accounts to claim a refund under this policy will be automatically excluded from the policy.
• Disputes
  • Chargebacks or payment disputes on any payment processor or platform will result in an immediate account suspension, including the suspension of all your Novonode services. Should a dispute be opened on any payment, refunds will be provided at the discretion of our staff in line with our refunds policy.
• Overpayments and Accidental Payments
  • Novonode understands and accepts that overpayments and accidental payments can occur, and we will work with you constructively to rectify the issue.
  • A payment made by the user is not an “accidental” payment, and a refund of this type is subject to the conditions under the “General Refund Policy” and the “twenty-four ("24") Hour Refund Policy”.
  • We will treat a payment as accidental when a payment is made by a client, but where the payment was not due nor requested by Novonode. If the client completed a payment multiple times for the same invoice or service, we would treat this as an overpayment and work with you to rectify this.
  • Following an overpayment or accidental payment, a refund can be offered to you under certain conditions. The refund request must be made via a ticket from a logged-in account in our billing panel. The request must be made within seven ("7") days of an overpayment or accidental payment. Overpayments are automatically converted into credits by our system, so we cannot offer refunds where you have already used the automatic credits. Should multiple overpayments have been made, only payments made within the past thirty ("30") days at the time of the ticket being handled by our support team can be refunded.
  • When requesting a refund for an overpayment or accidental payment, please ensure that you make clear the payment method used to make the overpayment/accidental payment, as well as the date that the payment was processed.

6. Onsite Account Credit Balance

When you add funds to your onsite account credit balance, they can be used for purchasing services, renewals, or any other product available through Novonode. Once funds are deposited into your account credit balance, they cannot be withdrawn or refunded under any circumstances. This includes, but is not limited to, overpayments, accidental payments, or funds no longer needed for services.

By depositing funds into your account credit balance, you acknowledge and agree that these funds are non-refundable and non-transferable. This policy is in place to maintain the integrity of our financial and operational systems. We encourage you to carefully consider the amount of funds you deposit into your credit balance, as these will be available solely for the purchase of services and products provided by Novonode.

7. Service Cancellations

If you no longer wish to continue your service, you must submit a formal cancellation request for the service in the client area.

You may also wish to cancel any PayPal subscriptions you have activated for your service with Novonode. As we are unable to access your PayPal account, we cannot and will not be held responsible for any incidental payments made via the automatic payment subscription service.

8. Affiliates

Affiliate financial withdrawals can only be made to your account’s credit balance. You must not click your own affiliate link to increase your credit balance.

Advertising your affiliate link on websites is only permitted if the website requires user registration and displays that the author or user who posted the affiliate link is yourself.

We may, at any time, investigate your affiliate account to ensure all terms outlined are being followed. This may include asking you various questions which require an answer from yourself before a withdrawal is permitted. Failure to answer these questions, or should you provide incorrect/untruthful answers, may result in the removal of your affiliate account and/or the closure of your affiliate account.

Any attempts to exploit the affiliate system or violate these terms may result in the removal of your affiliate balance, your eligibility to withdraw your affiliate balance, and/or the closure of your account.

9. Privacy

Solely for security purposes, the Novonode website stores access logs with details for every visitor, including information such as your browser details and your internet-protocol ("IP") address.

The Novonode website utilises cookies, small pieces of information stored on your computer, for our Client Area (Billing), and Control Panel(s). Whilst you are permitted to disable and delete these cookies in your browser, they may be necessary for certain aspects of the Novonode website to work as intended.

Personal details provided through our billing system are held on our system until the account is closed. We will only make these details available to the Novonode management and support team, used for the sole purpose of fulfilling orders and providing appropriate support. If you would like to request your account to be closed, please contact our support team via a ticket.

10. Abuse

To report abuse on the Novonode network, whether that be services in violation of the TOS or otherwise, please contact support via a ticket.

Abuse complaints regarding your service will be forwarded to you and will require immediate attention. We may suspend your services until abuse reports have been resolved. Should an abuse report be found valid, your services may be terminated without notice.

Formal Enquiries

All formal enquiries, including those of a legal nature, should be directed to: [email protected]