Legal Documentation

This Privacy Policy explains which personal data HetrixHosting processes when you visit our website and use our services, for what purposes and on what legal basis this happens, and which rights you have. It applies to our website hetrixhosting.com, our client area and our hosting services.

Controller within the meaning of Art. 4(7) GDPR: HetrixHosting (sole proprietorship) Owner: Yves Habelt Gilcherweg 10b, 22393 Hamburg, Germany Email: [email protected]

When you create a customer account and order or use services, we process: • Master data: name, address, email address and, where provided, telephone number • Access data: username and password or, if you sign in with Google or Discord, the ID of that account (see Sign-In with Google or Discord) • Contract and billing data: booked services, invoices and payment status; we do not receive or store full card details, these are processed solely by the payment providers • Usage data of your services: e.g. IP addresses, access and activity logs and resource consumption We process this data to perform the contract, in particular to provide, manage and bill your services and to send you contract-related notices. The legal basis is Art. 6(1)(b) GDPR. Where we retain data because of tax law obligations, the legal basis is Art. 6(1)(c) GDPR. We also analyse logs to detect and prevent abuse and attacks; the legal basis for this is our legitimate interest in the security of our services (Art. 6(1)(f) GDPR). Providing master, access and billing data is required to conclude a contract. Without this data we cannot enter into a contract with you.

Instead of using an email address and password, you can also register and sign in with your Google or Discord account. Using these providers is optional. You can always register and sign in without them. If you choose “Sign in with Google” or “Sign in with Discord”, you are redirected to a page of the respective provider and sign in there. We do not receive your Google or Discord password. After you confirm, the provider transmits the following data to us: • Google: name, email address, profile picture and a unique Google ID • Discord: username, email address, profile picture and a unique Discord ID We use this data solely to create your customer account, to link it to the chosen provider and to recognise you when you sign in. The legal basis is Art. 6(1)(b) GDPR (performance of the contract or pre-contractual steps). You can remove the link at any time in your account settings or via our support; otherwise we store the transmitted data in the same way as your other account data (see Retention Period). Providers: Google Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland. Privacy policy: https://policies.google.com/privacy Discord Netherlands BV, Schiphol Boulevard 195, 1118 BG Schiphol, Netherlands, or Discord Inc., 444 De Haro Street, Suite 200, San Francisco, CA 94107, USA. Privacy policy: https://discord.com/privacy The data that Google and Discord process when you sign in on their own pages is governed by their privacy policies. Both providers may transfer data to the USA (see Transfers to Third Countries).

When you visit our website, we automatically process technical data transmitted by your browser: IP address, date and time of access, page accessed, referrer URL, browser type and operating system. This data is required to deliver the website and to ensure its security and stability. The legal basis is Art. 6(1)(f) GDPR; our legitimate interest lies in the secure and stable operation of the website. Server log files are deleted automatically after seven days and are not combined with other data.

We store information on your device or read it from your device where this is necessary to provide the website or a function you have requested (Section 25(2) No. 2 TDDDG). Further processing is based on Art. 6(1)(f) GDPR. In detail: • preferred-language (cookie and local storage): stores the selected language; retention one year • cookie-consent-v1 (local storage): stores your choice in the cookie settings until you change it or clear your browser storage • translations-cache (local storage): stores the website texts in the selected language so that pages load faster • cf_clearance (Cloudflare cookie): confirms that your browser has passed a security check; retention up to one year • Session cookies in the client area: enable login and the secure use of the client area We currently do not use statistics or marketing cookies. You can change your choice at any time via “Cookie Settings” in the website footer.

When you contact us by email, via the support portal or by other means, we process the information you provide (e.g. name, email address, content of your request and, where relevant, details of your services) in order to handle your request. The legal basis is Art. 6(1)(b) GDPR where your request relates to a contract or pre-contractual steps, and otherwise Art. 6(1)(f) GDPR; our legitimate interest lies in answering your request. We delete the data once the request has been fully resolved, unless statutory retention obligations apply.

If you declare a withdrawal via our online form, we process the data entered there (name, email address, product ID or order number, date of contract conclusion and, if provided, the reason for withdrawal) as well as the IP address from which the form was submitted. We use this data to process the withdrawal, to confirm receipt to you by email and to document the declaration. The legal basis is Art. 6(1)(c) GDPR in conjunction with Section 356(1) BGB (processing and confirming the withdrawal), and for the IP address Art. 6(1)(f) GDPR; our legitimate interest lies in being able to prove the declaration and in protecting the form against abuse. We store the data until the limitation period for claims under the contract concerned has expired and beyond that where statutory retention obligations apply.

Hetzner Online GmbH Industriestr. 25, 91710 Gunzenhausen, Germany. Our servers are operated in Hetzner data centres in Germany. Hetzner processes the data stored there as a processor under Art. 28 GDPR. Privacy policy: https://www.hetzner.com/de/legal/privacy-policy Cloudflare Cloudflare, Inc., 101 Townsend St., San Francisco, CA 94107, USA. Cloudflare protects our website against attacks, checks suspicious requests and delivers content via a content delivery network. In doing so, Cloudflare processes in particular IP addresses and technical connection data. We also use Cloudflare Web Analytics to evaluate loading times and use of our website in aggregated form. No cookies are set for this, but technical data about the page view (e.g. page accessed, referrer, browser and device information and loading times) is transmitted to Cloudflare. The legal basis is Art. 6(1)(f) GDPR; our legitimate interest lies in the secure, fast and stable operation of the website. Privacy policy: https://www.cloudflare.com/privacypolicy/ Stripe Stripe Payments Europe, Limited, 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, Ireland. Stripe processes card payments and the data required for them. The legal basis is Art. 6(1)(b) GDPR. Privacy policy: https://stripe.com/privacy PayPal PayPal (Europe) S.à r.l. et Cie, S.C.A., 22-24 Boulevard Royal, L-2449 Luxembourg. PayPal processes PayPal payments and the data required for them. The legal basis is Art. 6(1)(b) GDPR. Privacy policy: https://www.paypal.com/de/webapps/mpp/ua/privacy-full Trustpilot Trustpilot A/S, Denmark. We use Trustpilot to collect and publish customer reviews. If you submit a review on Trustpilot, Trustpilot processes your data under its own terms: https://legal.trustpilot.com/for-reviewers/end-user-privacy-terms

We do not sell personal data. We only disclose data where this is necessary to perform the contract (e.g. to payment providers), where we use service providers as processors, where we are legally obliged to do so (e.g. towards authorities) or where you have given your consent.

Some service providers are based in the USA or transfer data there, in particular Cloudflare and Stripe, as well as Google and Discord if you sign in with their accounts. Where the recipient is certified under the EU-US Data Privacy Framework, the transfer is based on the European Commission’s adequacy decision (Art. 45 GDPR). Otherwise we base transfers on the European Commission’s Standard Contractual Clauses (Art. 46(2)(c) GDPR).

We store personal data only for as long as necessary for the respective purpose: • Website server log files: seven days • Customer account and contract data: for the duration of the customer relationship; after the customer account has been deleted only where statutory retention obligations apply • Invoices and other tax-relevant records: for the statutory retention periods, in particular under Section 147 AO (up to ten years) • Support requests: until they have been fully resolved, unless retention obligations apply • Server data of terminated services: see End of Contract and Data Deletion

You have the right of access (Art. 15 GDPR), rectification (Art. 16 GDPR), erasure (Art. 17 GDPR), restriction of processing (Art. 18 GDPR) and data portability (Art. 20 GDPR). You can withdraw any consent you have given at any time with effect for the future (Art. 7(3) GDPR). Right to object: Where we process your data on the basis of legitimate interests (Art. 6(1)(f) GDPR), you may object to this processing at any time on grounds relating to your particular situation (Art. 21 GDPR). We will then no longer process the data unless we can demonstrate compelling legitimate grounds that override your interests, or the processing serves the establishment, exercise or defence of legal claims. An email to [email protected] is sufficient to exercise your rights.

You have the right to lodge a complaint with a data protection supervisory authority. The authority responsible for us is: Hamburg Commissioner for Data Protection and Freedom of Information Ludwig-Erhard-Str. 22, 20459 Hamburg, Germany Website: https://datenschutz-hamburg.de

We protect your data with technical and organisational measures, in particular encrypted transmission via SSL/TLS (recognisable by “https://” in your browser’s address bar), limiting access to what is necessary and operating our servers in data centres in Germany. However, nobody can guarantee completely secure transmission of data over the internet.

Persons under the age of 18 may only conclude contracts with us with the consent of their parents or legal guardians (see Minors and Customer Data). We process the data of minor customers in the same way as that of other customers in order to perform the contract (Art. 6(1)(b) GDPR). If we request proof of consent, we additionally process the details of the parent or guardian (e.g. name, email address and their confirmation). The legal basis is Art. 6(1)(f) GDPR; our legitimate interest lies in being able to prove that a valid contract has been concluded. If consent is refused, we delete the data unless legal obligations prevent this.

We update this Privacy Policy when our data processing or the legal situation changes. The version published on this page applies.

These General Terms and Conditions (“Terms”, also “Terms of Service”) apply to all contracts between HetrixHosting, owner Yves Habelt, Gilcherweg 10b, 22393 Hamburg, Germany (“we”), and our customers for the provision of hosting services, in particular game servers. The version valid at the time the contract is concluded applies. Our services are generally aimed at individuals (natural persons). Customers may be consumers (Section 13 BGB) or businesses (Section 14 BGB); provisions that apply only to one of these groups are marked accordingly. In addition to these Terms, the contract includes: • the service description of the booked plan • the Acceptable Use Policy • the Service Level Agreement In the event of conflicts, the plan’s service description and the Service Level Agreement take precedence over these Terms. Differing or supplementary terms of the customer do not become part of the contract, even if we do not expressly object to them.

The presentation of our plans on the website is not a legally binding offer but an invitation to place an order. By submitting the order, the customer makes a binding offer to conclude the contract. Before submitting, the customer can review and correct their entries. An automatically sent acknowledgement of receipt does not constitute acceptance. The contract is concluded when we accept the order by email or provision the ordered service, whichever occurs first. These Terms are available at any time at hetrixhosting.com/legal. The customer can view order and invoice data in their client area.

Persons aged 18 or over can conclude contracts with us themselves. Minors require the prior consent of their parents or legal guardians to conclude a contract. By placing an order, a minor customer confirms that this consent has been given. We may request proof of consent at any time, e.g. a confirmation from the parent or guardian by email, and postpone provisioning the service or suspend the service until proof is provided. If consent is refused, no valid contract is concluded. The customer must provide complete and truthful information when registering and ordering and keep it up to date, in particular their email address. We send notices regarding the contract to the email address stored in the customer account.

The type and scope of our services are set out in the service description of the booked plan at the time of ordering. We provide the resources stated there (e.g. CPU, memory, storage, slots and ports) to that extent. Labels such as “shared” or “dedicated” apply only if they are expressly stated in the service description. The use of resources, including data traffic, is subject to the fair use rules of the Acceptable Use Policy. We may change or replace the hardware, software, infrastructure and network connectivity we use, provided that the agreed services are not impaired and the change is reasonable for the customer. The customer is entitled to specific hardware, a specific software version or a specific server location only where the service description promises this.

Uninterrupted availability is technically impossible and is not owed. Our availability target and the service credits if it is missed are governed by the Service Level Agreement. We may temporarily restrict or interrupt services for maintenance. We announce planned maintenance in advance where possible. Urgent maintenance, for example to close security vulnerabilities, may take place without prior notice.

We use industry-standard measures to defend against DDoS attacks. Complete protection is technically impossible; during an attack there may therefore be restrictions, increased latency or brief interruptions. No specific level of protection is promised. To protect our infrastructure and other customers, we may filter or throttle traffic, block IP addresses and temporarily isolate affected services. We limit these measures to the extent and duration necessary. If attacks originate from a customer’s service or the customer has intentionally provoked attacks, we may suspend the service immediately (see Suspension and Termination for Cause).

The customer is responsible for regularly backing up their data, in particular before making changes to their service and before the contract ends. Backups are part of our services only if they are included in the booked plan or booked separately. We create such backups to the extent described (e.g. the number of restore points). They supplement the customer’s own backups but do not replace them. For liability in the event of data loss, see Liability.

The customer may use mods, plugins, addons and other software on their service that are customary, stable and secure for the respective service. Software prohibited under the Acceptable Use Policy is not permitted, in particular software that endangers networks, servers or other customers or can be used for attacks. The customer is solely responsible for selecting, licensing, configuring and updating software they install. We are not liable for disruptions and damage caused by such software unless we are responsible for them.

We provide support through the channels designated by us, in particular the ticket system in the support portal and email. We do not offer telephone support. We handle requests as quickly as possible. Information on average response times reflects non-binding past experience; there is no entitlement to specific response or resolution times. Support covers questions about our services and their provision. We do not owe the setup, configuration or troubleshooting of the customer’s software (e.g. mods or plugins); we help with this voluntarily where possible.

In particular, the customer is obliged to: • keep their access data secret, use secure passwords and inform us without delay of any suspected misuse of their access • keep the software they install up to date and secure and not make configurations that endanger security • operate their services and content in compliance with applicable law and the Acceptable Use Policy • ensure that persons to whom they grant access to their services (e.g. co-administrators) also comply with these obligations • back up their data regularly (see Data Backups)

Which uses of our services are prohibited and which fair use rules apply to resources is governed by the Acceptable Use Policy. It forms part of these Terms.

The customer is solely responsible for content they store, process or distribute via their services. We are not obliged to generally monitor this content. If we become aware of unlawful content or activities, for example through a report, we may block access to this content and take the necessary measures. Where we are legally obliged or entitled to do so, we inform the competent authorities. We access customer data only where this is necessary to provide our services, to remedy faults, to avert dangers to our infrastructure, to investigate a concrete suspicion of a serious breach of these Terms or the Acceptable Use Policy, or to comply with legal obligations.

The prices stated at the time of ordering apply. Under the small business regulation (Section 19 UStG) we do not charge VAT; the stated prices are final prices. The fee for the selected billing period (monthly, quarterly, semi-annually or annually) is payable in advance. We provision the service once payment has been received. Payment is made using the payment methods offered during checkout. The customer must reimburse costs incurred by us as a result of a reversal of a payment for which the customer is responsible (e.g. a chargeback).

If the customer does not pay a fee when due, we may suspend the affected service until payment has been received in full. The obligation to pay the fee continues during the suspension. If the customer is in default with an amount equal to at least two months’ fees, we may terminate the contract for cause without notice. In the event of default, the customer owes default interest at the statutory rate (Section 288 BGB: for consumers 5 percentage points, for businesses 9 percentage points above the base interest rate). Towards businesses we may additionally claim the lump sum under Section 288(5) BGB. We reserve the right to claim further damages caused by the delay.

We may change prices for future billing periods. Billing periods that have already been paid are not affected. We notify the customer of price increases in text form (e.g. by email) at least six weeks before they take effect. In this case, the customer may terminate the contract with effect from the date the price increase takes effect; we point out this right of termination in the notification. If the customer does not terminate, the new price applies from that date.

If the customer breaches these Terms, the Acceptable Use Policy or applicable law, we may suspend the affected service in whole or in part. Before suspending, we ask the customer to remedy the breach within a reasonable period. No such request is required if there is a danger to our infrastructure, other customers or third parties, if unlawful content is involved or if suspension is required for legal reasons. We lift the suspension as soon as its cause no longer exists. The right of both parties to terminate for cause remains unaffected. Cause exists for us in particular in the event of • serious breaches of these Terms or the Acceptable Use Policy, or breaches repeated despite a warning • late payment as described under Late Payment • use of a service to commit criminal offences If we terminate for a cause for which the customer is responsible, we may claim compensation for the resulting damage, in particular the lost fees until the end of the current billing period less expenses saved. We may set off this claim against the customer’s claims for reimbursement of fees paid in advance.

When the contract ends, the right to use the service ends. The customer is responsible for backing up their data in good time before the contract ends. We delete server data, backups and configurations of the terminated service after the contract ends, usually after three days. Deleted data cannot be restored. The customer account remains in place after the contract ends and can be used for further orders. On request we delete the customer account unless statutory retention obligations prevent this (see Retention Period).

We are liable without limitation • for intent and gross negligence • for damage resulting from injury to life, body or health • under the German Product Liability Act • where we have given a guarantee or fraudulently concealed a defect In the event of a slightly negligent breach of an essential contractual obligation, we are liable only for the typical damage foreseeable at the time the contract was concluded. Essential contractual obligations are those whose fulfilment makes the proper performance of the contract possible in the first place and on whose fulfilment the customer may regularly rely. Otherwise, liability for slight negligence is excluded. For loss of data we are liable under these provisions only to the extent that the damage would also have occurred if the customer had backed up their data regularly (see Data Backups), in particular for the effort required to restore data from such backups. Strict liability for defects that already existed when the contract was concluded (Section 536a(1), first alternative, BGB) is excluded. These provisions also apply in favour of our vicarious agents.

We are not responsible for service disruptions caused by force majeure. Force majeure means events outside our control that we could not foresee or avert even with reasonable care and for which we are not responsible, in particular natural disasters, war, terrorist attacks, pandemics, orders by public authorities and large-scale power or network outages. For the duration of the force majeure event and a reasonable start-up period afterwards, we are released from the affected obligations.

If a third party asserts claims against us because of an infringement based on unlawful use of the customer’s services for which the customer is responsible (e.g. copyright or data protection infringements or criminal content), the customer shall indemnify us against these claims, including the reasonable costs of legal defence. We inform the customer of the claim without delay and give them the opportunity to comment.

How we process personal data, including technical logs for abuse detection and error analysis, is explained in our Privacy Policy. If a customer who is a business processes personal data on our servers, we conclude a data processing agreement under Art. 28 GDPR on request.

Consumers have a statutory right of withdrawal. Details are set out in the withdrawal policy. Consumers can also declare their withdrawal via our online withdrawal form. Independently of this, we offer new customers a voluntary goodwill refund.

We may amend these Terms with effect for the future if there is a valid reason, in particular changes in legislation or case law, new security requirements or technical developments of our services, and the change does not unreasonably disadvantage the customer. The scope of services and prices are not changed in this way; prices are governed by Price Changes. We notify the customer of changes in text form at least six weeks before they take effect. If the customer does not object within four weeks of receiving the notification, the changes are deemed accepted. We specifically point out the deadline, the right to object and the consequences of not objecting in the notification. If the customer objects, the previous Terms continue to apply; we may then terminate the contract with effect from the end of the current billing period.

We may transfer the rights and obligations under this contract in whole or in part to another company. We notify the customer of the transfer in text form at least four weeks in advance. In this case, the customer may terminate the contract with effect from the date of the transfer.

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods. If the customer is a consumer habitually resident in another country, they retain the protection of the mandatory consumer protection provisions of that country. If the customer is a merchant, a legal entity under public law or a special fund under public law, Hamburg is the place of jurisdiction for all disputes arising from the contract. Statutory exclusive places of jurisdiction remain unaffected.

The contract language is German. Translations of these Terms are provided for information only; the German version is authoritative. The customer may only set off claims that are undisputed, have been finally established by a court or arise from the same contractual relationship. If individual provisions of these Terms are invalid or have not become part of the contract, the remainder of the contract remains valid. The statutory provisions apply in place of the provisions concerned.

This Acceptable Use Policy sets out how the services of HetrixHosting may be used. It applies to all services and forms part of our Terms. The customer is responsible for ensuring that persons to whom they grant access to their services also comply with this policy.

The following are prohibited in particular: • storing, distributing or making available unlawful content, in particular child sexual abuse material, terrorist content and other criminal content • pornographic content or content harmful to minors, where its distribution is prohibited by law • infringing copyrights, trademarks or other rights of third parties • DDoS attacks, hacking, phishing and distributing malware • using exploits, reverse shells or comparable attack tools • circumventing security mechanisms or access restrictions • spam, fraud and other fraudulent acts • harassment, threats, discrimination or hate speech towards other users or our staff • operating proxy, VPN or TOR nodes for unlawful purposes • mining cryptocurrencies without our express consent • automated requests or API usage to an extent that impairs operations • using multiple accounts to evade suspensions • providing false identity information or using other people’s or stolen data

When using our services, the customer must • comply with all applicable laws • take appropriate security measures to protect their accounts, services and data • report security incidents or misuse of their service to us without delay • cooperate in investigating breaches to the extent required by law

The resources stated in the plan are available to the customer to the agreed extent. So that all customers can operate reliably, the following applies: • CPU, memory and storage may only be used within the booked limits • normal load for the intended purpose (e.g. a game server) is permitted without restriction; permanently artificially generated full load, for example through mining, stress tests, continuous benchmarks or flooding, is prohibited • data traffic is not volume-limited but may only be used for its intended purpose; in particular, operating file hosting, download or streaming services is not permitted • storage, including the customer’s own backups, may only be used for service-related and lawful content • databases, scripts, mods and plugins must be configured so that they do not cause excessive load or instability If the use of a service impairs our infrastructure or other customers, we may take measures under Measures in the Event of Breaches.

In the event of breaches of this policy, we may, depending on the severity and duration of the breach, take in particular the following measures: • warning • throttling or restricting resources • removing or blocking unlawful content • temporarily suspending the service • terminating the contract for cause • reporting to the competent authorities where we are obliged or entitled to do so We choose the measure at our reasonable discretion and limit it to what is necessary. The conditions for suspension and termination are governed by our Terms. We inform the customer of measures taken, stating the main reasons, unless legal obligations or orders by authorities prevent this.

You can report unlawful content or breaches of this policy to us: • by email to [email protected] • by support ticket in the Security category So that we can review a report, it should contain: an explanation of why the content is unlawful or breaches this policy, the exact location (e.g. IP address, server address or URL), your name and email address, and a statement that your information is accurate and complete to the best of your knowledge. We confirm receipt and review reports promptly, diligently and objectively. [email protected] is also our single point of contact for authorities and users under Articles 11 and 12 of the Digital Services Act. Requests may be made in German or English.

Consumers have the right of withdrawal described below. A consumer is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or self-employed profession (Section 13 BGB).

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period expires fourteen days after the day of the conclusion of the contract. To exercise the right of withdrawal, you must inform us HetrixHosting, owner Yves Habelt Gilcherweg 10b, 22393 Hamburg, Germany Telephone: +49 151 20002212 Email: [email protected] of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory. You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website at hetrixhosting.com/widerruf. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal without delay (e.g. by email). To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.

For a contract for the provision of services, the right of withdrawal expires early if we have fully performed the service and only began performance after you gave your express consent and at the same time acknowledged that you will lose your right of withdrawal once we have fully performed the contract (Section 356(4) BGB). For ongoing hosting contracts, the service is usually not yet fully performed within the withdrawal period. The right of withdrawal then continues to exist; for services provided until the withdrawal, the rules on compensation under Effects of Withdrawal apply.

Independently of the statutory right of withdrawal, new customers may request a goodwill refund of the fee for their first order. Conditions: • It is the customer’s first order with us. • The request reaches us within three days of the order by email to [email protected] or via the support portal. We decide on each request individually; there is no legal entitlement to this goodwill refund. Your statutory rights, in particular the right of withdrawal, remain unaffected.

(Complete and return this form only if you wish to withdraw from the contract.) To HetrixHosting, owner Yves Habelt Gilcherweg 10b, 22393 Hamburg, Germany Email: [email protected] I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service (*) – Ordered on (*) – Name of consumer(s) – Address of consumer(s) – Signature of consumer(s) (only if this form is notified on paper) – Date (*) Delete as appropriate. Stating your order number or product ID is optional but helps us identify your contract. Alternatively, you can use our online withdrawal form.

We are happy to answer questions about the right of withdrawal by email to [email protected] or via the support portal. You declare the withdrawal itself as described in the withdrawal policy, most easily via our online withdrawal form.

This Service Level Agreement (SLA) applies to all paid services provided by HetrixHosting and supplements our Terms of Service. It describes our availability target and the service credits you receive if we miss that target.

We aim for an availability of 99.9% per calendar month for each service. This is a target, not a guarantee of any particular availability level. If the target is missed, you will receive a service credit in accordance with the rules below.

Availability is the share of minutes in a calendar month during which the service was reachable: Availability = (minutes in the month − downtime minutes) ÷ minutes in the month × 100 Downtime is any period during which the service is unreachable for reasons within our area of responsibility. The periods listed under Exclusions do not count as downtime.

Restrictions caused by the following do not count as downtime: • Planned maintenance announced at least 48 hours in advance • DDoS attacks (see DDoS Mitigation and Security Measures) • Causes within the customer's area of responsibility, in particular mods, plugins, custom configurations, or overload caused by the customer's own usage • Force majeure (see Force Majeure)

If a service's availability falls below the availability target in a calendar month, you will receive a credit equal to a percentage of the monthly fee for the affected service (for longer billing periods: the share attributable to one month): • Availability below 99.9%: 10% • Availability below 99%: 25% • Availability below 95%: 50% The credit is capped at 50% of the monthly fee and is added as credit balance to your customer account.

Service credits are granted only upon request. The request must be submitted via support ticket within 30 days after the end of the affected calendar month and must state the affected service and the period of downtime. Requests received after this deadline cannot be considered.

This SLA does not limit your statutory rights, in particular your warranty rights.