Terms of Service
LAST UPDATED 2nd February 2021
By subscribing to our services, you (the client) are in agreement with our Terms of Service (Mask Enterprise LLC). Mask Enterprise LLC reserves the right to cancel, suspend or terminate any service (subscription) provided with or without a refund or notice or warning for any reason. Mask Enterprise LLC also reserves the right to change and modify the Terms of Agreement at any time with or without client notification. It is up to the client to periodically check and familiarize themselves with the recent Terms of Service. If any client does not comply with the new Terms of Service modifications, their service will be terminated.
Service Payment, Refunds and Cancellation Guidelines
All payment invoices are generated 10 days before payment is due. Failure to pay before the due date will result in suspended service until payment is received. Late payments are subject to a 10% late fee. After 10 days of non-payment from the due date, the service will be terminated and Mask Enterprise LLC will not be responsible for any data loss due to termination. Mask Enterprise LLC only provides a 48 hour refund period for the first ordered service for the first billing period e.g. 1 month for monthly or 3 months for quarterly, from the invoice payment date, of a client using our Minecraft Plan, Web Hosting, VPS or DDOS Protection Services, our Dedicated Server plans are not eligible. Mask Enterprise LLC reserves the right to deny refunds for their services with or without reason, regardless of the Service Refunds and Cancellation Guidelines if the user does not follow the Acceptable Use Policy or request e.g. a lot of support prior to requesting a refund or abuse such as spam. All cancellations must be given 5 days before the next billing due date. Refunds only apply for New Users/Accounts. Existing users with one or more previous subscriptions are eligible for no refunds. Chargebacks/Disputes will be treated as fraud resulting in the service being suspended/terminated and all right to a refund void, even if within 48 hours of purchase. All refunds must be requested via a billing ticket, requests made via any other method are not valid.
Client agrees that they are fully liable for recurring payment, and therefore renewal, of all services purchased until a cancellation request is issued by them in the billing panel (https://maskhosting.com/billing -> Services -> My Services -> click service -> Request Cancellation), leaving an invoice unpaid past the due date does not remove this liability.
By subscribing to our service the client agrees that they are over 18 and own the Paypal account or debit/credit card being used for payment or they have permission from the account/card owner. The client also agrees that if they select 'subscribe' on the invoice when paying with Paypal that payment will be taken automatically by Paypal when a new invoice is generated. If the client pays via our debit/credit card option then payment will be taken automatically on the due date if the client has not already paid their pending invoice until a cancellation request is issued.
Service Level Agreement
Mask Enterprise LLC does not guarantee 99.9% uptime however this is what we aim for. In the event that uptime is below 99.9%, SLA credit can be requested equal to one day's usage for every hour of outage, not to exceed one month's recurring charge of the affected service, given in the form of account credit only. We must be contacted via billing support ticket within 7 days of the downtime for a SLA credit claim to be valid. We reserve the right to deny a SLA credit claim at any time for any reason.
Mask Enterprise LLC will not be liable to a client for damages or losses in any situation.
Mask Enterprise LLC makes every effort to ensure the network is optimized as much as possible however cannot guarantee performance for any country or network route e.g. China routing cannot be guaranteed due to restrictions within China that are out of Mask Enterprise LLC's control. If an non optimal route is seen, optimizations can be requested and checked when contacted via support ticket.
Server File Backups
Mask Enterprise LLC does not take backups of all services offered therefore clients are responsible for their own data management. We are not responsible for any data loss resulting from a client failing to backup their files to an external file server.
Client Server Sharing / File Responsibility
Mask Enterprise LLC serves an environment with the sole purpose of providing hosting services and will not be held responsible for a client sharing his or her account (with admins/sub-users) or files stored on the said account. In the event where shared accounts with other users (admins/sub-users) become malicious to the client (due to conflicting interest, etc.), Mask Enterprise LLC is not responsible for this action. Furthermore, all files stored on a client's server (except for the files that come standard) are also his or her responsibility and holds no merit with Mask Enterprise LLC. Any files which are copyright and used or uploaded by the client are also the client's responsibility.
Acceptable Use Policy
The client agrees to not to attempt to modify the products or services as purchased from the original specifications. Spamming of the ticket system will not be tolerated and may result in service termination, allow up to 24 hours for responses.
The client also agrees to not attempt to access any data or services outside of the client's given user directory. Client agrees to accept Mojang's EULA which can be found here. Client agrees to monitor their disk space usage. In the event of major disk space usage by a client, we will take action which may incur data loss. Mask Enterprise LLC will not be responsible for such data loss. Support tickets are limited to basic installations, configurations, and teaching users how to setup their server. For advanced plugin assistance, please refer to Google. Mask Enterprise LLC reserves the right to re-configure, reboot, or shut down any server as necessary in the event that it is adversely affecting the hardware or other users, with or without prior notice. Disk space is limited by default to 50gb on Minecraft plans to prevent misuse, if you require this limit risen then submit a support ticket. We are not responsible for any data loss that occurs due to hitting these disk space limits. Plugins with high disk space usage must be configured in a way that minimizes usage e.g. dynmap 'image-format' set to 'jpg-q90'. All files stored must be strictly related to, and necessary for, the Minecraft server. We may request that backups are limited to 10GB total per Minecraft server.
- Illegal adult content in the US and UK
- Spamming/Mass mailing (Outbound SMTP is rate limited to 60 emails per second on VPS only)
- Port scanning
- Sneaker/shoe proxies/bots
- Social media proxies/bots
- Malware (Viruses/Driveby's/etc)
- Booters (including web front ends)
- Traffic exchange (VPS only)
- Crypto mining (VPS only)
- TOR exit node
- Material protected by a copyright or other intellectual property rights without proper authorisation
- Anything illegal in the US and UK
- Resource usage including CPU, I/O and Network that negatively affects other clients on the server (VPS only)
Disobeying the above "not allowed" list may result in service suspension or termination, with or without warning.
If we receive an abuse complaint, including DMCA/copyright notices, then we will forward it onto the client. We will allow up to 24 hours for a reply with a resolution, if we do not receive a reply in this time then the network port of the service will be suspended pending a resolution. A resolution is classed as an act that stops the abuse from recurring. If the abuse continues on an ongoing basis then we are permitted to terminate the service involved.
Free Multicraft Installation Service
Our 'Free Multicraft Installation' service is a one time only service per dedicated server. If you e.g. reinstall your OS then a charge will be incurred for the reinstallation of Multicraft. We are not responsible if the client's server is compromised after we do the Multicraft installation. The client is responsible for securing their own server appropriately.
Dedicated Server Bandwidth usage
Once a dedicated server reaches 110% usage of its allocated bandwidth, we will suspend the network port and contact the client again to work out a bandwidth upgrade. We are not responsible for notifying the client if they are close to or have exceeded the allocated bandwidth limit. We monitor bandwidth usage, our bandwidth measurement is final.
VPS Bandwidth usage
Once the client's VPS has reached 100% usage of its allocated bandwidth, download and upload bandwidth is limited to 5Mb/s unmetered until the start of the next billing period. Our gigabit ports are fair share meaning you cannot use a full gigabit inbound, outbound, or pps over 50,000 for a sustained period of time e.g. 10 minutes. If we find a client abusing this policy resulting in disruption to our network, they will be suspended and warned.
VPS CPU usage
A VPS must not use more than 50% of the allocated cores for more than 1 hour. E.g. if the client's VPS has 3 cores, they must not use more than 150% CPU for more than 1 hour at a time. There must be a break of 2 hours in between the 1 hour period. If the CPU usage is disruptive then we reserve the right to shutdown or suspend the VPS.