Terms of service

This is an agreement between VirtualGladiators.com and the Client. Use of services with VirtualGladiators constitutes agreement and acceptance of these terms. Please read carefully to ensure you understand our terms before purchasing any of our or services.

1. Client information

All Clients are required to maintain accurate and truthful information on their client account. Any account found to contain fake or inaccurate information will be suspended until such information is corrected. Orders placed with clear showing of false information will be terminated and refunded without notice.

VirtualGladiators will not be held liable for a client's inability to receive communication from VirtualGladiators. This includes but is not limited to: Maintenance notifications, invoices, suspensions and support ticket replies.

2. Payments

All service payments are made in advance and are non-refundable outside of our 3 day money-back period (see refunds section below). Invoices are sent out several days before payment is due and may need to be paid manually, depending on your current billing agreement status. If you have an active billing agreement, the payment will be made automatically. Clients may request for invoices to be generated early by opening a ticket from within the client area.

Failure to make payment on or before the payment due date will result in service suspension. Services will be suspended for 5 days during which time invoice payment will re-activate services with no ill-effect. After 5 days unpaid services are terminated and deleted from our systems with no chance of restoration.

3 Refunds

VirtualGladiators.com operates a 3 day refund policy for new Budget and Premium customers only. There is no 3-day money-back guarantee for dedicated servers. A refund request must be made via support ticket with a declaration that it is understood that services will be deleted as part of the refund process. Failure to notify us via support ticket of a refund request including the above declaration will result in the refund request being denied. The refund policy only applies to the first billing period. Refunds can take up to 72 hours to process and can only be refunded via the original payment method.

Refunds outside of this period for any reason will be awarded on a case by case basis at the sole discretion of VirtualGladiators.com.

4. Disputes and chargebacks

Clients are required to make any payment disputes through a support ticket after logging into the client area. Disputes and chargebacks made through payment gateways such as Paypal will result in immediate account suspension of ALL services associated with the name and email address associated with the dispute or chargeback. Service will only be restored once any dispute is resolved and the client pays the fees incurred by VirtualGladiators arising from the dispute/chargeback.

5. Provisioning

We aim to set up all services instantly once payment has been made however this can take up to 24 hours. If your service has not been provisioned within an hour, please open a ticket within the client area for an update on your order progress.

6. Backups

VirtualGladiators creates backups of services for it's own purposes. These backups are not guaranteed and may or may not be made available to clients. VirtualGladiators recommends that clients take regular backups of their services. VirtualGladiators will not be held liable for any data loss. Any data restoration requests not resulting from error by VirtualGladiators will be subject to a £20.00 fee.

7. Resources

VirtualGladiators operates a 'fair usage' policy on server resources. All resources must be used for a services primary purpose. All files stored on game servers, must be game server related. Clients must ensure that all storage is used efficiently and not used to store redundant data (including excessive backups). VirtualGladiators will always aim to notify clients of excessive resource usage; however VirtualGladiators reserves the right to suspend services immediately that have a negative impact on the services of other clients.

8. Service performance

VirtualGladiators aims to provide the best hardware and network performance for its clients. If service performance does not meet expectations please notify us via support ticket as soon as possible.

VirtualGladiators will not be held liable for performance issues arising from software or configuration issues. As part of troubleshooting any such issues VirtualGladiators may need to revert a clients service back to its original state.

Network latency (lag) may be caused by a number of factors including but not limited to geographic location in relation to the services provided, network issues arising outside of VirtualGladiators network (such as clients internet service provider) or software/configuration issues. VirtualGladiators is only responsible for the latency of its network. Clients may be requested to provide the output of pings, trace routes and MRT results to help determine the cause of latency issues.

9. Support

Support is offered to clients through the support ticket system within the client area. Support will only be offered to clients who open tickets after logging into the client area. This verifies identity and helps VirtualGladiators Staff quickly identify support needs. Support is only guaranteed on issues affecting availability of services and hardware/network issues. Support or advice on modifications/plugins is provided on a 'best effort' basis and is not guaranteed.

10. Pricing

VirtualGladiators will set its pricing to provide good value for our Clients while also ensuring viability for our business. It therefore may be necessary at times to increase/decrease our prices. VirtualGladiators may or may not apply these prices changes to existing clients. Clients will be given at least 30 days notice of any price changes.

Discount codes may not be applied to existing services.

11. Harassment and abuse

VirtualGladiators does not tolerate abuse of any kind towards its staff members. This includes but is not limited to shouting, swearing, harassment, threats or rudeness. Clients agree to communicate with VirtualGladiators in a professional manner through all communication methods. Any abuse will be viewed as a violation of the Terms of Service and will result in account termination without refund.

12. Suspension and termination

VirtualGladiators reserves the right to suspend or terminate services without notice for any reason that VirtualGladiators deems appropriate. We will always aim to give clients 5 days following suspension to retrieve data before termination.

13. Secure Payments

We do not store credit card details nor do we share customer details with any 3rd parties.

14. Hacking, stealing resources not paid for, disk space abuse

ANY activity related to hacking, stealing resources you have not paid for or excessive disk usage will be met with IMMEDIATE TERMINATION WITH NO WARNING AND NO REFUNDS! This includes using the Spigot Plugin SubServers to launch more servers than you've paid for, thus consuming resources you have not paid for.

"Disk Space" is intended for MINECRAFT ONLY. Disk space included in our plans DOES NOT INCLUDE space used by CoreProtect (or other block loggers), backups (created by plugins and Forge mods), and especially dynmap. If we find any of these plugins or mods using excessive disk space, your server will be suspended without warning.

Dynamp - use low-res tiles ONLY!
CoreProtect - PURGE your old data every 3 or 4 days.
Backups - Use Multicraft for backups. Schedule them 8 hours apart for best results, since we also backup every 12 hours.

15. FREE Server Policy

Customers are allowed one FREE, non-upgraded server per household. If we find that any customer has activated more than one FREE server across different accounts, ALL SERVERS WILL BE TERMINATED WITHOUT WARNING.

If you have upgraded your first FREE server with VG Emeralds, you will be allowed to order another FREE server.

Any non-upgraded FREE servers that have been inactive for 14 days will be automatically terminated.While we strive to warn FREE server owners several days in advance, there are NO GUARANTEES.

16. VG Emeralds Policy

Virtual Gladiators Emeralds can be purchased for upgrading various features of your FREE server. VG Emeralds are NON-REFUNDABLE, but never expire!

If you have more than one FREE server at the same location (UK / USA), your VG Emeralds can be used to upgrade any of those FREE servers.

Virtual Gladiators Emeralds can be transferred to another location (UK / USA) by request - Just open a support ticket.

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