Terms of Service

Name: NetGrid VPS Hosting
Brand: NetGrid
Availability: InStock

Public offer of NetGrid Host Ltd. Please read carefully before ordering.

Last updated: 12 September 2026

This document is a public offer and a legally binding agreement between you and NetGrid Host Ltd. Only the provisions published on our legal pages are binding. No advertising on the site, no support correspondence, and no verbal promise modifies or extends this agreement.

1. General provisions, parties and definitions

This document is a public offer (the "Offer") of NetGrid Host Ltd, a company incorporated under the laws of England and Wales (the "Company", "we", "us", "our"), addressed to any person wishing to use the Services (the "User", "you", "your"). By this Offer the Company and the User enter into an agreement on the terms below; acceptance (full and unconditional) of the Offer is your commencement of using any Service.

Definitions

Services — virtual private servers (VPS), VPN, snapshots, API, and any other services available on netgrid.host or in the client panel. User / you / your — any natural or legal person who has created an account or uses the Services. Company / we / us — NetGrid Host Ltd. Offer — this document together with the related legal pages (Refund Policy, Privacy Policy, Cookie Policy), which form an integral part of it.

By creating an account, accessing the site, or using any of our Services (VPS, VPN, snapshots, API and others), you confirm that you have read, understood, and fully accept this Offer. If you disagree with any part, stop using the Services immediately.

Only this Offer is binding

Only the provisions published in this Offer and its related legal pages are legally binding. No advertising on the site or on third-party resources, no correspondence with support or managers (email, tickets, chat), and no verbal promise modifies, supplements or extends this Offer or creates any additional obligation or guarantee of the Company.

You must be at least 18 (or the age of majority in your jurisdiction).
You have the legal capacity to enter into this agreement.
The Company may refuse service to anyone at its sole discretion.

2. Services and shared resources

The Company provides virtual private servers (VPS) based on virtualization (compute resources, NVMe storage, and network connectivity in your chosen datacenter location), as well as VPN, snapshots, API and other Services. Certain provisions below (shared port, speed, node resources) apply primarily to VPS.

This is a virtual, not a dedicated server

A VPS runs on a shared physical node. CPU cores and the network channel are shared resources distributed across several virtual machines. Some performance variability and minor steal time are normal for this type of service, not a fault. A guaranteed dedicated resource is a separate product.

3. Network, shared port and speed

Our plans use a shared 1 Gbps network port. A "port" is the physical network interface at our datacenter edge; "up to 1 Gbps" is the port speed, not a guaranteed dedicated channel per VPS.

Two zones, two owners

Inside our datacenter the network is healthy and under our control. The path between your VPS and wherever you measure from runs across the public internet (transit providers, your ISP, VPN tunnels, the destination's capacity) — shared with the whole internet, outside our control and outside the SLA.

Burst speed approaches the port speed; sustained throughput is statistical and depends on neighbours, time of day and route.
A single TCP flow over distance is bounded by latency and loss (Mathis formula) — physics, not a defect.
Back-to-back tests hit the shaper (throttling) and read artificially low.

How the shared port works, how to measure speed correctly, and what throttling is — in detail in our Knowledge Base:

What is a shared port How to measure speed Throttling

Advertising is not a guarantee

Marketing on the homepage and other pages is informational and does not extend this offer and is not a guarantee of specific figures. Only the legal pages are binding. You have 3 days to verify for yourself that the plan fits your needs (see the refund section).

4. Obligations and prohibited use

You are fully responsible for: safeguarding your credentials and passwords; all activity under your account and within the Services; the legality of your use; and the content, data and software you host within the Services.

Prohibited

Illegal activity, copyright infringement and pirated content; spam and network abuse; hosting malware; cryptocurrency mining without approval; phishing and fraud; DDoS and botnets; anything that harms our infrastructure or other customers.

Legal in all three jurisdictions at once

Your activity on the server must be lawful simultaneously in: the country where our company is registered, the country where the server (datacenter) is located, and your country of residence. Violating the law of any of these jurisdictions is prohibited, and you bear full responsibility for it.

Security is on your side

You are responsible for your server's security configuration, password strength, and the consequences of breaches caused by your configuration or weak credentials. We are not liable for compromises resulting from the customer's acts or omissions. You must apply reasonable protections and notify us of incidents promptly.

Violations lead to suspension or termination without a refund.

5. Client verification (KYC / KYB)

The Company may require you to complete identity verification (KYC) for individual clients, business verification (KYB) for companies, and to confirm control of the email address given at registration.

Grounds for a verification request

A check may be requested where: we receive information about fraud or have grounds to suspect it; there is a suspicion of money laundering; there are indications of unlawful activity; use of the Services breaches this offer or our other rules; a complaint has been filed against you; unusual payment behaviour is recorded; or a payment provider, a bank or the law requires it.

If the verification is not completed

Until the check is completed, all services and the user account may be suspended. If the requested data and documents are not provided, the Company may refuse service entirely, close the account and terminate any business relationship with the user. Funds are not refunded where a requested check is declined (see the Refund Policy).

Verification exists to protect payments and honest customers and is based on our anti-money-laundering obligations (AML/KYC). Documents received are processed in accordance with the Privacy Policy.

6. Payment, pricing, suspension and deletion

Account credit and its validity

Funds added to your account balance are a prepayment for our services and are non-refundable. If an account shows no activity for six (6) consecutive months — no active service, no incoming payment and no charge for services — the remaining credit expires and is written off in full. Expiry is automatic and no separate notice is sent; expired credit cannot be reinstated, transferred to another account or paid out. Any activity on the account (a new payment, an active or renewed service, or a charge for services) starts the six-month period anew.

Minimum order term is 1 month. Services are prepaid. On non-payment the service is suspended.

Price changes

We may change prices, including increasing them without prior notice. However, an already-paid period does not become more expensive: if you paid for a month, the price is locked for that whole month; if you paid for a year, for the whole paid year. A new price applies only from the next billing period. Reason: we ourselves are not given advance notice of rises in electricity and server-hardware costs.

Data deletion on non-payment

If payment is not received, the service and ALL data on it (files, databases, configurations, snapshots) are permanently deleted starting on the 3rd day after suspension. Data cannot be recovered afterwards. You must keep your own backups; responsibility for data loss due to non-payment lies with the user.

Payment methods are third-party services

Payment systems (cards, banks, crypto processing, etc.) are independent third-party companies. They decide for themselves whether to work with us, and any payment method may become unavailable for reasons beyond our control. We do not control third-party payment systems and are not responsible for their availability or for a provider declining to process payments. Paying and renewing the service on time by any method available at the time of payment is your responsibility.

7. Scope of responsibility and disclaimer

We are responsible only for what is under our control.

We are responsible for

The physical hardware and virtualization; our network and IP routing within the datacenter; server reachability from our side; DC-side incidents on our end.

We are NOT responsible for

The public internet beyond our datacenter; third-party ISPs and transit networks; blocks or bans of our IP address by third parties or in specific regions/countries; the availability or policy of third-party services (Google, YouTube, etc.); and the configuration and operation of software you install inside the server.

Hardware and data safety

All our servers are hosted in reliable datacenters with redundant power and run on RAID-1 or RAID-10 disk arrays. This, however, is not a guarantee against hardware failure and total data loss; snapshots and backups likewise do not guarantee data safety 100%. We do everything possible to keep your data safe and the server continuously available, but we cannot guarantee that a server will not fail or that data will not be lost, and we accept no responsibility for that. If you are not prepared to accept this risk, keep backups outside our control: in another datacenter, on a local computer, or in independent storage.

Services are provided "as is". To the maximum extent permitted by law, our aggregate liability is limited to the amount you paid for the service for the last billing period.

8. Technical support

The price includes basic support: we keep the server and the network up to it running, and help you confirm that our side works.

What basic support covers

We are responsible for the infrastructure: the server is running, the network is healthy, the IP is routed. If our side works but your program or configuration does not, we provide a basic answer and diagnostics confirming our side is fine. Further configuration is the job of a system administrator.

Hours and monitoring

Our infrastructure is monitored and maintained around the clock — 24/7, 365 days a year. Customer support (replies to tickets) operates Monday to Friday during business hours. Response time is up to 24 hours; diagnosis and resolution on our side is up to 7 days.

If an issue is unresolved after 7 days

If a problem is not resolved within 7 days, it usually means it cannot be resolved on our side (the cause is outside our infrastructure) or the service does not suit you. Contacting support does not extend the server term or the refund window — that counts from the order date, not from when you contacted us. The decision whether to refund is yours (see the Refund Policy).

We do not configure your software

Installing, configuring and debugging the software you deploy on the server (websites, bots, VPN, databases, control panels, etc.) is not part of support. We do not interfere with the internal operation of the server. If we can see the operating system is up and our infrastructure is healthy, everything beyond that (ports, your software and its configuration) is outside our scope of responsibility. We guarantee that our infrastructure works, not that your software does.

Administration skills are required

A VPS is an unmanaged service with full root access. Configuring and operating it assumes you have system-administration skills (or a hired specialist). We assume the customer has the necessary technical competence; lacking such skills is not grounds for claims against healthy infrastructure, nor for a refund.

Proportionate expectations

You have 3 days to test the service and decide whether it fits. If our side is healthy, we do not investigate why something on your side does not work. Note: a guaranteed end-to-end channel between distant cities (e.g. 1 Gbps Miami ↔ Saint Petersburg) is a separate carrier-grade product costing thousands of euros per month, not part of a low-cost shared-port VPS. Expectations that match services worth thousands of euros cannot be demanded of a plan costing a few euros.

"But it works on another host"

If some software (e.g. a VPN) works with another provider but "does not work" with us, that is usually a matter of your configuration, route or compatibility — not the health of our infrastructure. We are responsible for the server and the network up to it working; we do not benchmark against third-party providers' setups or reproduce their environment. If a specific setup of another host matters more to you, that host may simply suit you better.

Extended (paid) support

If you need hands-on help from a system administrator (software setup, deep diagnostics of your own software), that is a separate paid service: €50 per hour, minimum 3 hours, by prior arrangement in a ticket. Payment for extended support is non-refundable regardless of the outcome.

9. Manual actions and managing your service

You manage the service yourself in the client panel: start / stop / reboot, OS reinstall, renewal and auto-renewal, snapshots. Timely payment and renewal are your responsibility.

We do not perform actions for you manually

Support does not start, reboot, renew or delete the server for you, and does not manually interfere with suspension or resumption — you do this yourself in the panel.

Manual admin work is paid

Any manual work by our administrator (if we agree to perform it) is billable: €50 per hour, minimum 1 hour, by prior arrangement in a ticket. We do not perform manual actions on your behalf for free.

IP address change on your request

You can change your server's IPv4 address yourself in the client area (server page → "Change IP"). It is a paid service: €2.90 per change, regardless of the plan; you pay for the action, not for the address. The new address is assigned automatically from the same location's pool; you cannot choose an address or subnet, and it may be in the same subnet. Anything bound to the previous address (DNS/rDNS, VPN, allow-lists, application settings) is reconfigured by you. The server may be rebooted to apply the new address; on the Proxmox platform the root password then returns to the one shown in the panel and the SSH host key is regenerated. The IP-change fee is non-refundable, and by initiating a change you waive the 3-day money-back guarantee for that server (see the Refund Policy). IP change is not available for VPN services. IP addresses are not changed manually on request to support; migrating a working server between nodes/DCs and changing the OS/configuration after delivery are still not performed — order a new service.

An IP address is not guaranteed forever

We do not guarantee that a server will keep the same IP address forever, and we reserve the right to change a server's IP address. IP addresses are not owned by the Company — they are leased from upstream providers. If a provider recalls or reclaims an address or subnet, we must return it and are forced to assign your server a different IP. We strive for addressing stability by every means, but cannot guarantee it. This is separate from the paid, client-initiated IP change (see above).

10. This offer is the only binding document

Only the offer is binding

No correspondence with support or managers — by email, in tickets, in chat, or otherwise — modifies, supplements, or extends this agreement or creates additional guarantees or obligations. If a staff member verbally or in writing promised something not in these terms (e.g. an IP replacement), it is not an obligation of NetGrid Host.

Advertising and information are not the offer

Marketing materials and any information on our site, as well as advertising on any third-party resources not controlled by us, are informational and are not a public offer and do not extend it. The only binding document is this offer; in case of any discrepancy, it prevails.

11. Refunds

A refund is available only for the first and only service on the account, and only within 3 days of its creation, subject to the Refund Policy. Support actions do not extend this rule.

Refund Policy

12. Data and privacy

Processing of personal data is governed by our Privacy Policy, an integral part of these Terms. You retain rights to your data; we do not access it except as required by law, with your consent, for technical support, or to investigate violations.

13. Governing law

These Terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales. Before litigation, the parties will attempt good-faith negotiation for 30 days. Any claim must be brought within one year of the cause of action arising.

14. Right to amend

We may change this document at any time

We reserve the right to change this document at any time without prior notice. Changes take effect upon publication on this page. The current version is always available here; the last-updated date is shown at the top. By continuing to use the Services after changes, you accept the updated version.