Legal

Not the most interesting read, but still very important for you to understand and agree to all parts before you order/use our services


Terms of Service

Revision date: Saturday 4th July 2020


Wolf Servers is a trading name of Plexr Group Limited (registered in England and Wales, company number: 10911393). When ordering any service from us, you are required to acknowledge and agree to the following terms.

Cancellations

You can cancel your services with us at any time from your client/billing area. You are given a choice to cancel at the end of the current billing cycle, or immediately. When cancelling immediately you forfeit any remaining time within your billing cycle, with no refunds will be offered for this time.

Once a service has been cancelled there is no way for us to recover any data, as it is permanently deleted, so should you make a mistake when requesting a cancellation, you must contact us immediately. We hold no responsibility for cancellations made by error.

When paying with PayPal a recurring payment profile is often setup, our billing system will in most cases cancel these automatically. We still strongly recommend that you manually login to your PayPal account and ensure that these profiles have been cancelled. If these profiles are still active PayPal will continue to send us payment under your instruction. Should this happen please open a support ticket by following the process listed in the below “Refunds” section of these terms.

Refunds

For any new orders we provide a 7-day money back guarantee if one of the following conditions are met:

  • It takes over 24 hours for your service to be setup, without this being made clear before ordering.
  • Your service and/or control panel is inaccessible for over 2 hours at any one time. This does not include scheduled maintenance periods.

All refund requests must be made in writing from the account holder by support ticket to the sales support department. All refunds are made at our sole discretion.

Any refunded PayPal payments (excluding when the conditions of our 7-day money back guarantee apply) will exclude the fee PayPal retains for processing the transaction (2.9% + £0.30). This is following PayPal’s recent policy change meaning we do not get the fee back following a refund.

Renewal

Invoices are automatically generated 14-days before the end of the current billing period. To avoid service interruption a cleared payment needs to be received by us before the invoice due date. Invoices are sent by email to the registered email linked to your client/billing area account.

Should payment not be made by the due date the service will be put into a suspended state, this will disable all control panel access and make the service inaccessible. Payment can still be made within this period and all files are still intact.

If cleared payment still has not reached us 7-days after the invoice due date the service will be automatically and irreversibly terminated. All files, accounts, data and backups associated with the service will be deleted. We have no means to reverse this action has it has been completed and we will not be able to provide file backups.

Late Payment

Once an invoice has been in an ‘Overdue’ state for 6 days a late fee is added to the invoice. This late fee is 10% of the invoice value.

To unsuspend a service the total invoice value is required, this includes any late or additional fees.

Service Changes (upgrades, downgrades)

In many of our services upgrades and downgrades are available at any time. In some cases, they will be available from our client/billing area. In any other case you will need to open a support ticket for us to manually process an upgrade order.

For a small number of services downgrades are only available at the end of billing cycles, if this is the case, we will let you know and find the best solution for you.

Please also note that for any virtual services we strongly recommend a full data backup is made before any upgrade/downgrade orders are processed. Virtual disks do not always like having their sizes changed, resulting in data corruption.

For some service changes, such as operating system reinstall these may be available from the service control panel. If not, please open a support ticket and our support teams will be able to assist.

Uptime

We cannot promise 100% uptime, but we do strive to achieve as close to this as possible. Any maintenance windows will be communicated to clients as early as possible and will be available to view under the “Network status” area of our client/billing area.

Our current service uptime can be viewed on our network status tracker found at https://status.wolfservers.co.uk

Service Performance

When experiencing service performance issues, first try to disable any extra addons/plugins/scripts/modifications that you have installed on top of our standard service. You should also consider client/local issues, such as poor network conditions or insufficient system resources. Where possible please try to get at least one other person to test the performance before opening a ticket.

Should you still have issues after trying to the above steps open a support ticket with our technical support teams, we will investigate the issues and advise on the best solution.

We are not liable for any performance issues not directly relating to our service.

Service/Server Location

In most cases we will sate where the physical hardware hosting our services is located. In this information is not listed it will be within Europe, normally Germany.

Should you wish to confirm the location your service is hosted in, please open a support ticket and we will able to assist with further information.

Resource Limits

Most of our services will come with at least one resource limit, this allows us to offer all our clients the best service we can. Ensuring one client is not using an excessive amount of the server’s total resources limiting other clients, for example.

Resource limits will be made clear on product pages before ordering, should you wish to confirm resource limits please open a support ticket with our sales team before ordering. We take responsibility if you fail to read/understand any limits clearly stated.

We handle exceeding resource limits differently depending on the type of service, type of limit and how much/often it is being exceeded. In most cases the limit is just that and cannot be exceeded resulting in our systems automatically restricting the service in question. In other cases, your service may be suspended till you can confirm to us actions you are taking to resolve the issue.

Should there be repeated resource limit infractions we reserve the right to suspend and even terminate your service, with no refund for any remaining billing cycle.

Data Loss

We cannot be held liable for any data loss on our services. It is the client’s sole responsibility to ensure appropriate data loss prevention measures are in place.

In the case of many of our services there will be options/tools to ensure easy backups to be made. In some cases, we may take automatic backups as part of the service. These should not be depended on and we still strongly recommend you continue to take your own backups.

Account Security

We cannot be held liable for unauthorised account access. It is the account holder’s responsibility to ensure good password practise is followed and any additional available account security measures are used (Two factor authentication, for example).

We would also suggest that you use a password that is not used elsewhere and ensure that it is changed regularly.

Third-party Liability

We cannot be held liable for any payments/donations/purchases that are made on a service we host. By purchasing a service from us you agree to waive all liability from us.

An example of this could be a product purchased from an e-commerce website we host, or a donation made to a game server we host.

Pricing

We reverse the right to adjust (increase/lower) service pricing at for new services at any time. In some cases, we may start service promotions/discounts. Existing services cannot take advantage of these discounts unless stated that the promotion applies to existing customers.

DDoS & DoS Protection

Plexr Group Limited is not responsible for any damages caused as a result of DoS/DDoS attacks. We take every precaution to protect against downtime as a result of attacks, but we offer no guarantees that every attack will be filtered or stopped.

Changes to this policy

We reverse the right to change this policy at any time, the most up-to-date policy will always be found on this page. In the event of a change we notify you where possible/required.

Acceptable Use Policy

Revision date: Saturday 4th July 2020


This document outlines the acceptable and fair use of the services and products we (“Plexr Group Limited”) offer while trading as Wolf Servers. In this document “You”, “Your” refer to you as a client/subscriber of our products and or services. This document is an extension of our terms of service.

Any breech of these conditions will result in immediate action being taken.

Unacceptable Content

All services provided by Plexr Group Limited may only be used for lawful purposes. No transmission, storage, presentation of any information, data or material that is deemed illegal is accepted by Plexr Group Limited. This includes, but is not limited to:

  • Copyright protected material.
  • Material we judge at our discretion to be threatening, obscene or hate speech.
  • Material protected by trade secret or other statute.
  • Material that is deemed as being adult/mature rated.

You agree to indemnify and hold no liability against Plexr Group Limited from any claims resulting from the use of the service which damages you or any other party.

Sites that promote illegal activity or present content that may be damaging to Plexr Group Limited’s servers, or other any server are prohibited. This includes links to such sites hosted on our services.

Examples of unacceptable content and/or links includes but is not limited to: Pirated software/torrents, hacking programs/forums/online communities, viruses/malware, DoS attack/flooding tools/software and other malicious content.

If your account is found to be hosting/contain unacceptable content as set out above, we will act by terminating your products/services with Plexr Group Limited without notice or refund. In the case of illegal content, we will also report this to the relevant authorities.

Spamming

Sending unsolicited bulk and/or commercial information over the Internet. It is not only harmful because of its negative impact on consumer attitudes toward Plexr Group Limited, but also because it can overload Plexr Group Limited's network and disrupt service to Plexr Group Limited's clients.

Maintaining an open SMTP relay is prohibited. When a complaint is received, Plexr Group Limited will investigate and shutdown the account that is SPAMing. A £250 charge for violating this policy will be charged to the person initiating the SPAM. Furthermore, Plexr Group Limited reserves the right to prosecute for this violation. A £1.00 charge will be assessed PER EMAIL sent should Plexr Group Limited choose to pursue and prosecute.

Adult-Oriented Content

Plexr Group Limited does not allow adult content and will suspend/terminate any offending account.

Obscene Speech or Materials

Using Plexr Group Limited's services to advertise, transmit, store, post, display, or otherwise make available child pornography or obscene speech or material is prohibited. Plexr Group Limited is required by law to notify the relevant authorities when it becomes aware of the presence of child pornography on or being transmitted through its network.

Defamatory or Abusive Language

Using Plexr Group Limited's services to transmit or post negative, defamatory, harassing, abusive or threatening language will not be accepted and will result in account terminated with no warning or refund.

Illegal or Unauthorized Access to Other Computers or Networks

Using Plexr Group Limited’s services to access, illegally or without authorisation, computers, accounts or networks belonging to another party, or attempting to penetrate security measures of another system (often known as "hacking"). This includes any activity that may be used as a precursor to an attempted system penetration (port scan, stealth scan or other information-gathering activity) is strictly prohibited.

Distribution of Viruses, Worms, Trojan Horses or Other Destructive Activities

Using Plexr Group Limited’s services to distribute information regarding the creation of and sending of viruses, worms, trojan horses, pinging, flooding, mail bombing or denial of service attacks. Also, activities that disrupt the use of or interfere with the ability of others to effectively use the network or any connected network, system, service or equipment is strictly prohibited.

Web Hosting Acceptable Use

The following policies apply to shared web hosting services in addion to those included in the rest of this policy.

General Resource Limits

We apply several resource limits to your shared web hosting service. Any client abusing a way around these limits will have their account terminated with no warning or refund.

Disk Usage

We apply a storage/disk usage limit to all hosting packages, this includes our “unlimited” tier package. Your hosting account is setup to automatically limit your storage, any user abusing a way around these limits will have their account terminated with no warning or refund.

Your web hosting account files should consist of mainly web related files (html, php, css, JavaScript etc). Shared web hosting cannot be used for file storage, system back-ups, media hosting, game server ‘FastDL’ services.

Downloadable files and media are allowed if they are directed linked/accessed from the service and not linked to from another website/service. These limits must be followed for downloadable and media files:

  • A maximum of 25% of total account disk limits can be used for media files, including but not limited to mp3, mp4, avi, jpg, png files.
  • A maximum of 25% of total account disk limits can be used for database backups/files.
  • A maximum of 2GB of account disk can be used for software export files.

Plexr Group Limited reserves the right to deem what is classed as unacceptable use at its sole discretion and remove large files or all formats from backups.

“Unlimited” Storage Space

We use the term ‘Unlimited’ for our ‘Unlimited’ shared web hosting tier. For this tier we do limit the amount of storage space by default for every new account to 20GB. For an acceptable reason that complies within our acceptable use policy we will increase or even remove this limit at our sole discretion.

Email Limits

We apply a limit on the total number of emails that can be sent from any hosting account per hour to protect our server and avoid spam. These are outlined below:

  • Starter: 75 emails per hour.
  • Professional: 100 emails per hour.
  • Unlimited: 150 emails per hour.

Voice Servers

The following policies apply to voice hosting services in addion to those included in the rest of this policy.

We do not apply extra many restrictions on our Voice Servers, but we do however restrict file storage/sharing.

We do not apply files to be transferred/stored/uploaded/downloaded with our voice servers. Voice servers are sold by the slot, you cannot increase these slots without purchasing more. Any user abusing a way around these limits will have their account terminated with no warning or refund.

VPS/VDS

The following policies apply to VPS/VDS services in addion to those included in the rest of this policy.

VPS and VDS services are sold by the tier each with their own resource limits/restrictions. Any user abusing a way around these limits will have their account terminated with no warning or refund.

We supply our VPs and VDS services with unrestricted root access to the operating system, this gives you free access to install software as needed. Our acceptable content policies still apply in this case and we reserve the right to terminate any service abusing this.

Examples of unacceptable uses of a VPS/VDS include but are not limited to:

  • Using (D)DoS attack/flooding tools/software to launch attacks against our own network and others.
  • Hosting botnets.
  • Port scanning software.
  • Hosting mail servers for the purpose of sending spam/scam emails.
  • Hosting illegal/scam/phishing websites/content.
  • Using/hosting illegal content/software.

Changes to this policy

We reverse the right to change this policy at any time, the most up-to-date policy will always be found on this page. In the event of a change we notify you where possible/required.

Privacy Policy

Revision date: Saturday 4th July 2020


Who we are

At Wolf Servers (a trading name of Plexr Group Limited – Company Number 10911393) we are dedicated to upholding and growing the trust our customers and visitors have, to do this we treat data protection and privacy with the utmost importance. Below you will find our Privacy Policy in which there is information about the information we collect and store along with how and why we store it. We only collect the information that is needed to offer our products and services. Most of the information we collect is entered by our customers but in some cases mostly in the interests of fraud prevention and for the protection of our customers some data is collected passively – such as cookies. If you have any questions regarding the contents of this policy, please contact us using the following email address: contact(at)plexr.group

Law

We are registered within England and Wales and so any information contained within this policy is governed by and in accordance with English Law.

Information Commissioner’s Office

We are registered with the United Kingdom’s Information Commissioner’s Office as per our legal requirement.

Registration Number: ZA335648

Entry: https://ico.org.uk/ESDWebPages/Entry/ZA335648

Types of data we collect

Customer/User Information

When ordering a service from us we request some basic personal information such as name, address, phone number. Certain bits of information are required before being able to proceed with the order whereas some parts can be left unfilled. Extra information may be required at times, for example if we are running any competitions or asking for feedback/surveys, but these are always optional. When ordering a service, you agree to receiving billing and service-related emails, but marketing/promotional material can be opted-out.

Cookies and IP Addresses

When using our websites small packets of data are stored on your computer, these cookies are used to help improve security when using our website. They allow us to identify your session and ensure that no one else sees data they should not. These packets of data are completely visible to yourself and can normally be seen within your browser’s developer console. Cookies cannot collect information about you. IP (Internet Protocol) addresses are again used to help identify you and improve security. Your IP address is logged along with some extra data (such as operating system, browser name etc) to help us track issues/errors and to help prevent fraud. Your IP address is also logged when completing certain actions around our website such as ordering a new service or submitting a ticket. IP addresses can also be used to work out approximate geographical locations, but this will never show us your full/accurate location.

Facebook Pixel/Retargeting

We use Facebook Pixel to help us gather demographic and user information, the information collected is provided by Facebook and allows us to get a clearer idea of the types of visitors and customers we have (for example, 40% of users being Male 18-20). The data provided does not allow us to see names or other information that would let us identify users. Facebook may use cookies, web beacons and other storage technologies to collect or receive this information. The information collected is used for marketing purposes allowing us to better target adverts to those we want to see them. You can opt-out of Facebook Pixel/targeted advertising on Facebook itself.

Information Sharing

We always try to keep information sharing to a minimum but in some cases to offer the services we do information needs to be shared. For example, to offer our web hosting services some service information is shared with our provider such as your email and domain. SSL Certificates also require information to be shared with the Certificate Authority behind the chosen certificate. We may also share information where necessary or appropriate in any of the following cases:

In some cases, there may be laws that require us to share information with the relevant authorities.

  • At the request of the police or other law enforcement agency.
  • To enforce our terms and conditions.
  • To protect our customers.
  • In the event of a company sale, buy-out, restructure, transfer or any business case where information is required.
Access to your personal information

Under the Data Protection Act and General Data Protection Regulation you have a right to view, amend or delete any personal information we hold about you. If you want to use this right, please contact our data protection officer Matthew Cammack at matthew(at)plexr.group

Your "right to be forgotten"

You have the "right to be forgotten", to request your data is deleted please just submit a ticket with your request, our data protection officer will comply with all requests in a timely manner. Personal data will be removed from all production/live systems but will remain backups for a period of time. It would be unpractical for us to remove individual personal data from these backups due to the number of them and how frequently they are made. These backups are stored elsewhere with the utmost protection. Backups are rarely restored but in the such an event where this is required and data is restored from someone who has requested "the right to be forgotten" we will act to remove this data from the production systems as soon as possible.

Changes to this policy

We reverse the right to change this policy at any time, the most up-to-date policy will always be found on this page. In the event of a change we notify you where possible/required.


Plexr Group Limited
Airport House Business Centre
Purley Way
Croydon
CR0 0XZ

Plexr Group Limited trading as Wolf Servers. Registered in England and Wales (Company Number: 10911393)