Terms of Service

1. Acceptance of Terms

Welcome to Cloudspace. By creating an account, accessing our website, or using any of our cloud infrastructure services, you agree to these Terms of Service ("Terms"). If you don't agree, please don't use our services.

These Terms form a binding legal agreement between you (the "Customer") and Cloudspace ("Cloudspace," "we," "us," or "our"), a cloud infrastructure provider operating in Canada.

2. Definitions

• Customer: The individual or organization that creates an account and uses Cloudspace services.
• Services: All cloud infrastructure offerings provided by Cloudspace, including but not limited to VPS hosting, private cloud resources, GPU compute (AI acceleration), managed services, and related support.
• Account: Your registered Cloudspace account, including login credentials, billing information, and service configurations.
• Content: Any data, files, applications, or other materials you upload, store, or transmit using our Services.
• Acceptable Use: The permitted uses of our Services as outlined in Section 4 (Acceptable Use Policy).
• Billing Cycle: The recurring period (monthly or annual) for which Services are billed.
• Credits: Account credits issued as service compensation under our SLA or promotional programs.
• SLA: Service Level Agreement, which describes uptime commitments and service credits (see sla.php).

3. Account Eligibility and Responsibility

Eligibility

You must be at least 18 years old and capable of forming a binding contract to use our Services. If you're creating an account on behalf of a company or organization, you represent that you have the authority to bind that entity to these Terms.

Account Security

You are responsible for:

• Maintaining the confidentiality of your login credentials
• All activity that occurs under your account
• Notifying us immediately of any unauthorized access
• Using strong passwords and enabling two-factor authentication where available

Accurate Information

You must provide accurate, current, and complete information during registration and keep it updated. This includes your billing address, email, and payment information. We may suspend or terminate accounts with false or outdated information.

4. Acceptable Use Policy (AUP)

Our Services are designed for legitimate business and personal use. You agree not to use our Services for any unlawful or prohibited activities.

Prohibited Activities

You may not use our Services to:

• Distribute malware or viruses: Hosting, distributing, or facilitating malicious software, ransomware, trojans, or any code designed to harm systems.
• Phishing or fraud: Impersonating others, creating fake websites to steal credentials, or conducting fraudulent schemes.
• DDoS attacks or network abuse: Launching denial-of-service attacks, port scanning, or attempting to disrupt networks or services.
• Illegal content: Hosting, sharing, or distributing content that violates Canadian law or the laws of your jurisdiction (including child exploitation material, illegal drugs, weapons, stolen data, or pirated software).
• Spam and unsolicited communications: Sending bulk unsolicited email, SMS spam, or operating mail relays for spam purposes.
• Unauthorized access: Hacking, cracking passwords, exploiting vulnerabilities in third-party systems, or accessing data you're not authorized to access.
• Harassment or hate speech: Using Services to harass individuals or distribute content promoting violence or discrimination.

Resource Abuse

You must use resources responsibly. "Noisy neighbor" behavior—excessive CPU, RAM, disk I/O, or bandwidth consumption that degrades service for others—may result in throttling, migration, or suspension. We'll notify you if your usage impacts shared infrastructure.

Security Responsibilities

You are responsible for securing your own instances and applications:

• Applying operating system patches and security updates
• Configuring firewalls and access controls
• Managing SSH keys, passwords, and application credentials
• Monitoring for unauthorized access or suspicious activity

Cloudspace provides the infrastructure layer; you manage the guest operating system and applications. If we detect a compromised instance, we may isolate it and notify you.

5. Provisioning, Changes, and Deprovisioning

Service Provisioning

Most Services (like VPS instances) are provisioned automatically within minutes of order. Custom configurations (private cloud, GPU clusters) may require 3-5 business days or longer. We'll communicate expected timelines during the ordering process.

Service Changes

You can upgrade or downgrade your Services through your account dashboard. Upgrades typically take effect immediately. Downgrades may take effect at the end of your current billing cycle. Some changes may require brief downtime or service migration—we'll notify you in advance.

Cancellation and Deprovisioning

You may cancel Services at any time from your account dashboard. Cancellations take effect at the end of your current billing period; you'll retain access until then. Upon cancellation:

• All data stored on canceled Services will be permanently deleted within 7 days
• We are not responsible for data loss if you don't export your data before cancellation
• No refunds are provided for partial billing periods unless required by law

6. Billing, Renewals, Taxes

Billing and Payment

Services are billed in advance on a recurring basis (monthly or annually). Payment is due at the start of each billing cycle. We accept credit cards and other payment methods displayed during checkout. By providing payment information, you authorize us to charge your payment method automatically.

Automatic Renewal

Services renew automatically at the end of each billing cycle unless you cancel before the renewal date. Renewal prices may change with notice (see Section 16).

Taxes

Prices exclude applicable taxes. Canadian customers will be charged GST, HST, or PST as required by law. You are responsible for any additional taxes, duties, or fees imposed by your jurisdiction.

Failed Payments

If payment fails, we'll notify you and attempt to re-charge your payment method. If payment remains unsuccessful after 7 days, we may suspend or terminate your Services. You remain responsible for all outstanding charges, plus any collection or legal fees.

Chargebacks

If you dispute a charge with your payment provider (chargeback) without contacting us first, we may immediately suspend your Services and terminate your account. Fraudulent chargebacks may result in legal action.

7. Data Residency and Customer Responsibilities

Cloudspace offers Canadian data residency options, meaning your infrastructure can be hosted exclusively in Canadian data centers. When you select a Canadian region during provisioning, your compute resources and primary storage remain in Canada.

Your Responsibilities:

• You are responsible for selecting the correct region during provisioning
• You control where your data is transferred; ensure your applications respect residency requirements
• Some support and billing systems may process metadata (account info, support tickets) using third-party tools that may be located outside Canada—see our Privacy Policy

We do not move your compute resources or primary data outside the selected region without your consent, except as required by law or for critical operational reasons (in which case we'll notify you).

8. Backups and Data Loss Disclaimer

Cloudspace does not automatically back up your data, applications, databases, or configurations. While we maintain redundancy at the infrastructure level (RAID storage, network redundancy), this does not protect against data loss caused by:

• Accidental deletion by you or your users
• Application bugs or database corruption
• Ransomware or malware attacks
• Security compromises

You must implement your own backup strategy. This may include:

• Using our optional backup add-on services (where available)
• Setting up automated backups to external storage (S3, off-site servers)
• Using snapshot features for point-in-time recovery
• Regularly testing backup restoration

We are not liable for any data loss, regardless of cause. If you do not back up your data, you accept the risk of permanent loss.

9. Support Scope and Response Expectations

What We Support

Cloudspace support covers:

• Infrastructure availability and performance (network, hypervisor, storage)
• Account and billing inquiries
• Service provisioning and configuration guidance
• Diagnosing infrastructure-level issues

What We Don't Support

Unless you've purchased managed services, we do not provide:

• Application development or debugging
• Operating system administration or configuration
• Third-party software support
• Security incident response for compromised instances (we may isolate them for network safety)
• Data recovery or backup restoration

Response Times

Support is primarily provided via ticket/email. Response times vary by severity:

• Critical (Sev1): Infrastructure-wide outage or data loss risk — target response within 1 hour (24/7)
• High (Sev2): Service degradation or single-customer infrastructure issue — target response within 4 hours (business hours)
• Normal (Sev3): General inquiries, billing, non-urgent issues — target response within 1 business day
• Low (Sev4): Feature requests, documentation, informational — best effort

See our SLA for detailed response commitments.

10. Intellectual Property and Customer Content

Your Content

You retain all ownership rights to your Content. By using our Services, you grant us a limited license to store, transmit, and process your Content solely to provide the Services. We will not access, view, or use your Content except:

• As necessary to provide and maintain Services
• To prevent or address abuse, security, or technical issues
• When required by law or legal process
• With your explicit permission (e.g., support requests)

Our Intellectual Property

Cloudspace retains all rights to our platform, software, infrastructure, branding, and documentation. You may not reverse-engineer, copy, or create derivative works of our systems. Our trademarks and logos may not be used without written permission.

11. Privacy

Your privacy is important to us. Our Privacy Policy explains how we collect, use, and protect your personal information. By using our Services, you also agree to our Privacy Policy.

12. Third-Party Services

Our Services may rely on third-party providers for components such as:

• Payment processing (credit card processing)
• Upstream bandwidth and connectivity
• Hardware and data center facilities
• Software licenses (operating system images, control panels)

We select reputable providers but are not responsible for third-party service failures, security breaches, or terms changes. Third-party services are subject to their own terms and privacy policies.

If you install or use third-party software on your instances, you are responsible for compliance with those licenses and terms.

13. Suspension and Termination

Suspension

We may suspend your Services immediately, with or without notice, if:

• You violate these Terms or our Acceptable Use Policy
• Your account has unpaid invoices after the grace period
• We receive legal process requiring suspension (court orders, law enforcement requests)
• Your Services pose a security risk to our infrastructure or other customers
• We detect fraudulent activity or unauthorized access

During suspension, you cannot access your Services, but billing continues unless otherwise specified. We'll notify you of suspension reasons and reinstatement steps.

Termination

Either party may terminate this agreement:

• By you: Cancel Services anytime from your account dashboard
• By us: Terminate for cause (repeated AUP violations, non-payment, fraud) or with 30 days' notice for convenience

Upon termination, all data will be permanently deleted as described in Section 5. Outstanding charges remain due.

14. Warranty Disclaimer and Limitation of Liability

We make reasonable efforts to provide reliable Services, but we do not guarantee:

• Uninterrupted or error-free operation
• That Services will meet your specific requirements
• That defects will be corrected within any particular timeframe
• Protection against all security threats or vulnerabilities

Limitation of Liability

To the maximum extent permitted by law:

• Cloudspace is not liable for any indirect, incidental, consequential, punitive, or special damages (including lost profits, data loss, business interruption, or loss of goodwill)
• Our total liability for any claim related to Services is limited to the amount you paid us in the 12 months before the claim arose
• For Services with SLA credits, the credits are your sole remedy for service failures

Some jurisdictions don't allow certain liability exclusions, so these limits may not apply to you. Nothing in these Terms limits liability for death, personal injury, fraud, or other liabilities that cannot be excluded by law.

15. Indemnity

You agree to indemnify, defend, and hold harmless Cloudspace, its affiliates, officers, employees, and partners from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from:

• Your use or misuse of Services
• Your violation of these Terms or applicable laws
• Your Content or any intellectual property infringement related to your Content
• Any harm caused to third parties resulting from your activities

In plain language: if you do something illegal or harmful using our Services and someone sues us because of it, you're responsible for defending that lawsuit and covering the costs.

16. Changes to Terms

We may update these Terms from time to time. Material changes (those affecting pricing, service availability, or fundamental rights) will be communicated via email at least 30 days in advance.

Non-material changes (clarifications, formatting, updated contact info) may take effect immediately upon posting. The "Last updated" date at the top of this page indicates when changes were last made.

Continued use of Services after changes take effect constitutes acceptance of the updated Terms. If you don't agree to changes, you may cancel your Services.

17. Governing Law and Venue

These Terms are governed by the laws of the Province of Alberta and the federal laws of Canada applicable therein, without regard to conflict of law principles.

Any legal action or proceeding arising from these Terms or your use of Services must be brought exclusively in the courts located in Alberta, Canada. You consent to the jurisdiction of those courts and waive any objection to venue.

For disputes under $25,000 CAD, we encourage informal resolution by contacting our support team first. Many issues can be resolved quickly without legal action.

18. Contact Information

Questions about these Terms? Contact us: