Please read very carefully before ordering and/or using any of AltusHost services.
Last updated: September 4, 2025 • Version 1.6
These Terms of Service (“TOS”) govern the use of services provided by AltusHost B.V. (“AltusHost”, “we”, “us”, or “our”) to you, the customer (“you”, “your”, or “Customer”). By purchasing or using any of our services, you agree to be legally bound by these Terms, whether on behalf of yourself or an entity you represent. If you are acting on behalf of a third party, you confirm that you have authority to bind that party to this TOS.
AltusHost B.V. is a private company registered in the Netherlands (Chamber of Commerce No. 57600511; EU VAT No. NL852652896B01), headquartered at IJsbaanpad 2, 1076 CV Amsterdam. As a global provider of web hosting and related services, we are committed to ensuring reliable, secure, and lawful use of our infrastructure by all customers.
This TOS incorporates the following policies by reference:
We may modify this TOS at any time. Changes are effective upon publication to our website. Continued use of the Services indicates your acceptance of the revised terms.
1.1 The features and details of the Services are described on our product pages or in the Order (including any product-specific terms or statements of work referenced in the Order). We may modify our offerings over time, and such changes do not obligate us to alter Services already provisioned.
1.2 Some aspects of the Services may be delivered by third parties, who may change or discontinue features. We may substitute functionally equivalent components or vendors. If such changes materially degrade your specific service, you may terminate this agreement under Section 3.2; any applicable refunds are governed by our Refund Policy.
2.1 The “Effective Date” of this TOS is the date the Services are first provisioned.
2.2 The initial term is defined in the Order (“Initial Term”). If unspecified, the default term is one month. The TOS will automatically renew for successive equal-length periods (“Renewal Terms”) unless either party gives timely notice of non-renewal.
2.3 Renewal invoices and accepted upgrades/downgrades constitute new or amended Orders for the subsequent term, subject to then-current pricing and terms unless otherwise stated in the Order.
3.1 Termination by Us
• We may terminate the TOS with 30 days’ written notice prior to the end of the Initial or Renewal Term.
• Immediate termination may occur in cases of policy violation or non-payment.
• Material breaches not cured within 10 days of written notice may also result in termination.
3.2 Termination by You
• You may terminate the TOS via the Client Portal, no later than 30 days before the end of a term.
• Immediate termination may apply if we materially breach and do not cure within 10 days of your notice.
• Cancellation options (“Immediate” or “Next Due Date”) are selectable via the Client Portal.
• Refunds, if applicable, must be requested through a Billing Ticket within the Client Portal.
3.3 Data retrieval after termination
Upon termination or cancellation, we may keep the affected Service available in a disabled state for up to seven (7) days solely to allow you to export data, unless: (i) law or third-party rights require earlier deletion, (ii) the account is delinquent or suspended under §12A, or (iii) you request immediate deletion. After this period, data may be irreversibly deleted from active systems and backups per our retention cycles.
• You are responsible for all fees described in your Order or subsequent communications. Services are billed in advance and must be paid before usage.
• Invoices are issued 10 days before the Due Date, with reminders sent 3 days before and 1 and 2 days after. Late payments may incur up to 10% fees. Services may be suspended or terminated for non-payment.
• No refunds will be issued if Services are suspended or terminated due to your breach.
• If your payment fails, reinstatement requires clearing all dues, potential legal fees, and penalties.
• Third-party service charges may be delayed and remain your responsibility regardless of billing cycle.
• Disputes must be submitted in writing at least 5 days before the Due Date. Valid claims will be credited on your next invoice.
• Taxes & invoicing: Fees are exclusive of taxes, duties, or levies. Where applicable, VAT will be added; for intra-EU supplies with a valid VAT number, reverse-charge rules apply. You are responsible for any withholding or local taxes. We may issue electronic invoices and use the Client Portal as the primary billing and notice channel.
• Fraud prevention & ID verification: Orders flagged by our fraud-prevention controls may require quick identity verification via a third-party provider (iDenfy) before activation, continuation, or refund. Failure to complete verification may result in suspension or cancellation consistent with our policies.
• Chargebacks: Filing a chargeback without first opening a Billing Ticket may lead to service suspension and an administrative handling fee; we reserve the right to dispute chargebacks.
• Price changes: Prices may change due to vendor updates, taxes, or currency fluctuations; such changes apply on renewal unless otherwise stated.
• Account-wide suspension: If any invoice is overdue or a chargeback occurs, we may suspend, throttle, or otherwise restrict any or all Services in your account (including related sub-accounts) until all amounts are paid in full.
• Cross-default: Your default under any Service constitutes a default under this TOS and all Services we provide to you. We may suspend or terminate any or all Services following the notice/cure periods in Section 3.
• Set-off & application of payments: We may apply any payments, credits, or refunds to the oldest outstanding amounts and offset any amounts we owe you against amounts you owe us.
• Reactivation: Reinstatement after delinquency may require payment of a reasonable reactivation fee in addition to all past-due amounts.
If you are a consumer in the EU/EEA, you may have a statutory right to withdraw from a distance contract within 14 days. However, you acknowledge that digital services may begin immediately after purchase with your express request and acknowledgment of losing the withdrawal right once full performance begins. Domain registrations, SSLs, software licenses, and bespoke configurations are non-refundable per §10 and the Refund Policy.
• You must maintain accurate contact details. False or outdated information may lead to suspension.
• Your use is governed by our AUP and Privacy Policy. In case of conflicts, see Section 18B (Order of Precedence).
• Services must be used lawfully and reasonably. Excessive resource usage may result in restrictions.
• You must cooperate with us to facilitate effective service delivery.
• Upon termination, your account will close and we will not forward any communications.
• You must comply with our NO SPAM / UCE Policy. Purchased/harvested lists are prohibited.
• You must configure SPF and DKIM for sending domains and (recommended) DMARC.
• We may apply throttling, filtering, and SMTP port controls (including ports 25/465/587) to preserve network health and deliverability.
• We may request recent consent logs, sample payloads, and bounce/complaint metrics to investigate abuse signals.
• Roles: For our own operations we act as a controller; for Customer Content processed to deliver the Services we act as a processor (or sub-processor).
• The Privacy Policy explains our controller processing. For processor activities, our DPA (including SCCs where applicable) applies and is incorporated by reference.
• Security & incidents are described in the Privacy Policy (NIS2-aligned). We will notify you without undue delay of personal-data breaches in line with the DPA.
• Unless you purchase a managed backup add-on, you are solely responsible for creating and maintaining current backups of your data.
• Any provided backups are delivered on a best-effort basis and are not a substitute for your own backup strategy. No RPO/RTO is guaranteed unless expressly agreed in writing.
• Any IP addresses allocated to you remain under the control of AltusHost or its suppliers and may be reclaimed or renumbered with reasonable notice.
• You are responsible for reputation and proper use (no open relays, no abuse). Costs arising from delisting or remediation due to your use may be charged to you.
• You are responsible for securing your Customer Content, accounts, credentials, endpoints, and in-guest OS/applications (including patching, configuration, keys/secrets, and vulnerability management).
• We secure the underlying data center facilities, core network, and platform components under our control. Certain security features may require your configuration to be effective.
• You must use strong authentication, enable MFA where offered, restrict access on a least-privilege basis, and rotate credentials regularly.
If you resell or provision Services to end users, you are responsible for their acts and omissions. You must flow down our TOS, AUP, Privacy Policy, and NO SPAM/UCE Policy to your end users. We may (but are not obligated to) contact an end user directly in emergencies or where legally required.
API keys are account-bound and must be kept confidential. We may impose or adjust rate limits, revoke keys, or modify endpoints to maintain platform stability or security. You must not scrape or overload the platform or bypass controls.
• We grant you a limited, non-transferable license to use our technology solely for accessing the Services. You may not reverse-engineer or subvert any protections.
• You grant us and our providers the right to use, transmit, and cache your content strictly for service delivery purposes.
• Standard support is provided via the Client Portal and email during published hours; emergency support is available for critical availability incidents.
• Scope (unmanaged services): infrastructure, node hypervisor, network, and power under our control. OS/app configuration, tuning, and code are your responsibility unless a managed add-on is purchased.
• Managed add-ons: any managed backup, control panel, or OS support is delivered per the add-on description in your Order.
• Maintenance windows may be scheduled; we will use reasonable efforts to notify you in advance for non-emergency work.
Each party may access the other’s non-public information marked or reasonably understood as confidential (“Confidential Information”). Each party will use it only to perform under this TOS, protect it with at least reasonable care, and not disclose it to third parties except to affiliates, personnel, or providers bound by similar duties or as required by law or court/authority order. Confidentiality obligations survive for three (3) years after termination; trade secrets remain protected as long as they qualify.
• Access & remote hands: Data center access, escort rules, and remote-hands rates are as published; time is billable in 30-minute increments (minimum one increment).
• Shipping & risk: You are responsible for shipping, customs, insurance, and accurate RMAs; risk of loss for your equipment remains with you.
• Retention right: For overdue accounts, we may exercise a right of retention over colocated equipment until all amounts are paid, subject to applicable law.
• Hardware replacement (Dedicated): Replacement parts are provided on a commercially reasonable basis unless a hardware SLA is expressly purchased in your Order.
• You affirm that you have the knowledge and legal authority to use our Services and provide required materials.
• You warrant ownership or proper licensing of all content provided or transmitted using the Services.
• Services are provided “as is” and “as available”. No warranties, including implied warranties of fitness or merchantability, are provided.
• We are not responsible for third-party services, data loss, or unauthorized access.
• In some jurisdictions, exclusions may be limited by law.
Beta or trial features are provided “AS IS” without SLA or warranties and may be modified or discontinued at any time. Use is at your own risk.
• Our total liability is limited to the amount you paid to us in the last three months.
• We are not liable for indirect or consequential damages, including data loss or business interruption.
• You are responsible for keeping backups. We disclaim liability for data corruption or unauthorized access.
Uptime target: AltusHost targets a Monthly Uptime Percentage of 99.9% for covered services.
Service credits (sole remedy): if Monthly Uptime % falls below 99.9% for an affected service, you may request a credit against the base monthly fee of that service (excluding add-ons/licenses/usage):
Credits are not refunds, have no cash value, and apply to future invoices only; maximum 100% of the base monthly fee for the month in question. The SLA does not apply to unavailability outside our reasonable control or to attacks/abusive traffic beyond the protections included in your plan.
You agree to defend and indemnify AltusHost, its affiliates, and service providers from any third-party claims arising from your use of the Services, violations of this TOS, or provision of unlawful content. This includes costs of legal defense and internal remediation.
• Notices will be sent to your contact details listed in the Client Portal.
• Refer to our website for additional contact options. Notices about this TOS should be sent to our legal address unless otherwise specified.
We may disclose account or usage information if required by law, regulation, court order, or competent authority. Unless prohibited, we will notify you and allow reasonable time to seek protection. Time spent responding to third-party legal process (including eDiscovery and forensic preservation) may be billed at our then-current administrative rate, plus external costs.
Neither party is liable for performance delays caused by events beyond its reasonable control (natural disasters, war, government restrictions, strikes, utility failures, etc.). Obligations are suspended during such periods.
We may suspend or restrict Services immediately to protect the network, comply with law, or address suspected violations. Reinstatement may require remediation steps (e.g., list hygiene, configuration fixes), settlement of outstanding amounts, and a reasonable administrative fee.
• Account delinquency: We may suspend or restrict any or all Services due to account-level delinquency, even if only one Service is overdue, until the account is brought current.
This TOS is governed by Dutch law and applicable EU regulations. All disputes will be submitted to the competent court in Amsterdam, unless otherwise required by consumer protection law.
The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply.
You represent and warrant that you are not subject to EU, UK, or U.S. sanctions/restrictions and will not use the Services in embargoed countries or for prohibited end-uses. We may suspend or terminate Services to ensure compliance with applicable export control and sanctions laws.
Failure to enforce any provision of this TOS shall not constitute a waiver of that or any other right under this agreement.
You may not assign or transfer this TOS without our prior written consent. We may assign this agreement to a corporate successor or affiliate without notice.
Neither party may use the other’s name, logo, or trademarks without prior written consent. Notwithstanding the foregoing, we may include your name and logo in customer listings unless you opt out via written notice.
This TOS may be provided in multiple languages. The English version controls to the extent of any conflict.
If any provision of this TOS is found invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect.
This TOS does not create any agency, partnership, joint venture, or employment relationship. Neither party may bind the other without express written consent.
Sections 6 through 10, 11A, 12A, 13A, 15, 15A, 15B, and any provisions which by their nature are intended to survive, shall remain effective after termination or expiration of this TOS.
We may modify features, change vendors, or discontinue components of the Services. For material changes negatively impacting your current Service, you may terminate the affected Service under Section 3.2. Migration assistance is provided on a commercially reasonable basis.
If there is a conflict, the following order prevails: (1) the Order; (2) any product-specific terms; (3) this TOS; (4) AUP; (5) other referenced policies. Headings are for convenience only; “including” means “including without limitation.”
The TOS, the Order, and the policies incorporated by reference constitute the entire agreement between you and AltusHost regarding the Services and supersede all prior or contemporaneous understandings on the same subject. Any amendment must be in writing and expressly state it modifies this TOS or the Order.
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