Legal
Terms of service
These terms govern the supply of FlowVDS services by FLOW DIGITAL – FZCO. They are written to be read, not to be survived. If something here is unclear, ask us before you order rather than after.
1. Who this agreement is with
The service is supplied by FLOW DIGITAL – FZCO, a free zone company registered in Dubai, United Arab Emirates, with its registered office at Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. "We", "us" and "our" mean that company. "You" means the person or organisation named on the account.
By creating an account or ordering a service you accept these terms, the acceptable use policy, the privacy policy and the service level agreement. Together they form the whole agreement between us.
2. What we supply
We supply virtual servers running on hardware we operate in third-party carrier-neutral facilities. Each instance receives the CPU, memory, storage and network allocation described on the plan you ordered, in the country you selected.
We supply the platform. You are responsible for what runs on it: the operating system after first boot, the applications, the data, the configuration, the access credentials and the backups of anything you cannot afford to lose. Unless you have bought managed administration, we do not log into your instance and we do not maintain it.
3. Your account
You must give accurate registration details and keep them current. Accounts registered with false identity or contact information may be suspended without notice, because we cannot verify who we are contracting with.
You are responsible for everything done through your account, including by anyone you give access to. Enable two-factor authentication. If you believe your credentials are compromised, tell us immediately at support@flowvds.com.
You must be at least eighteen years old, or have the authority to bind the organisation you are ordering on behalf of.
4. Fees, invoicing and renewal
Prices are stated in US dollars and exclude any tax that may be due in your own jurisdiction. Payment is due in advance for each term. Monthly terms renew on the same day each month; annual terms renew twelve months after the start of the term.
The price you sign up at is the price you renew at. If we change the price of a plan, existing instances keep their price for as long as they run continuously, and we will give at least thirty days' notice before any change that affects you.
If a payment fails we will retry and notify you. The instance continues to run for seven days after the due date, then suspends. Suspended data is retained for a further fourteen days before deletion. We do not charge a reactivation fee if you settle within that window.
5. Cancellation and refunds
You may cancel any instance from the client panel at any time. Cancellation takes effect at the end of the term already paid for; the instance continues to run until then.
The first instance on a new account may be cancelled within 48 hours of provisioning for a full refund, with no explanation required. Beyond that, our refund policy applies in full.
We may terminate a service for a material breach of these terms or of the acceptable use policy. Where the breach is not urgent we will give you notice and a reasonable opportunity to fix it. Where it is urgent — an active attack, illegal content, or conduct that puts other customers at risk — we may act first and explain afterwards.
6. Acceptable use
Use of the service is subject to the acceptable use policy, which forms part of this agreement. It sets out what may not be run on our network and what happens when something is.
You are responsible for complying with the law in the United Arab Emirates, in the country where your instance is located, and in any country you direct your service at. A country's presence on our location list is not advice that a particular activity is lawful there.
7. Availability, maintenance and support
Our availability commitment and the credits payable if we miss it are set out in the service level agreement.
Planned maintenance that requires a reboot is announced at least 72 hours in advance by email and on the status page, and is scheduled in the local overnight window wherever possible. Emergency maintenance may be carried out without notice where it is necessary to protect the platform or its customers.
Support is provided by ticket and by email at the response targets published on our support page. Those targets are commitments we intend to be measured against; they are not a separate contractual guarantee.
8. Data, backups and deletion
The weekly backup image included with every instance is a disaster-recovery measure for our benefit and yours. It is not an archival service, and we do not warrant that any particular restore will succeed. You remain responsible for maintaining your own backups outside our infrastructure.
When an instance is terminated, its storage is released and the data on it is unrecoverable after the retention period described above. Take what you need before you cancel.
9. Liability
Nothing in this agreement excludes liability that cannot lawfully be excluded, including liability for fraud or for death or personal injury caused by negligence.
Subject to that, our total liability to you in any twelve-month period is limited to the fees you paid us for the affected service in that period. We are not liable for loss of profit, loss of revenue, loss of business, loss of goodwill, or for loss or corruption of data, however caused.
The service is supplied without any warranty that it will be uninterrupted or error-free beyond the specific commitments in the service level agreement.
10. Changes to these terms
We may amend these terms. Where a change materially affects your rights we will give at least thirty days' notice by email to the address on your account, and you may cancel before it takes effect and receive a pro rata refund of any prepaid unused term.
Minor corrections — clarifications, typographical fixes, updated contact details — take effect on publication.
11. Governing law
This agreement is governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates. The courts of Dubai have exclusive jurisdiction over any dispute arising from it.
If any provision of this agreement is found unenforceable, the rest continues in force.
Questions about this document go to legal@flowvds.com.