1. Purpose
These Terms of Service (hereinafter "Terms") set forth the terms and conditions governing the use of services provided by NVLP NETVOLO PROVENCE (hereinafter "NetVolo" or "the Provider") to its clients (hereinafter "the Client").
They govern all relations between NetVolo and the Client in connection with the provision of web hosting, virtual private servers (VPS), game server hosting, domain name registration, and any other services offered at www.netvolo.com.
2. Definitions
For the purposes of these Terms, the following definitions apply:
- Client: Any natural or legal person who has created an account on the NetVolo website and subscribed to one or more services.
- Services: All hosting, cloud computing, domain name management and related services offered by NetVolo.
- Infrastructure: All hardware and software equipment used by NetVolo to deliver the Services.
- Content: Any data, file, application or information hosted by the Client on NetVolo's Infrastructure.
- SLA (Service Level Agreement): The service level agreement defining NetVolo's availability and performance commitments.
- Client Area: The online management interface allowing the Client to administer their services and account.
- Incident: Any event causing unavailability or significant degradation of a service.
3. Acceptance of terms
Use of NetVolo services implies full and unreserved acceptance of these Terms. The Client acknowledges having read all of these conditions prior to any subscription.
By creating an account or placing an order, the Client declares that they have read, understood and accepted these Terms without reservation. If the Client does not accept these conditions, they must refrain from using the services.
These Terms prevail over any other contractual document, unless otherwise expressly agreed in writing between the parties.
4. Description of services
NetVolo offers the following categories of services:
Web hosting
Shared and dedicated web hosting services including disk space, bandwidth, databases, SSL certificates and email accounts, as specified in the subscribed plan.
Virtual Private Servers (VPS)
Virtualized servers with dedicated resources (CPU, RAM, NVMe SSD storage) offering full root access and an isolated environment. Available on Linux and Windows.
Game server hosting
Infrastructure optimized for video game server hosting, including low latency, anti-DDoS protection and a dedicated management panel.
Domain names
Domain name registration, transfer and management services, including DNS management and WHOIS privacy protection.
Additional services
Professional email solutions, SSL certificates, automatic backups, anti-DDoS protection and managed services upon request.
5. Registration and account
Account creation
To access NetVolo services, the Client must create an account by providing accurate, complete and up-to-date information. The Client agrees to keep this information current throughout the contractual relationship.
Account security
The Client is solely responsible for the confidentiality of their login credentials (username and password). Any activity carried out from their account is presumed to have been performed by the Client. The Client agrees to:
- Use a strong and unique password
- Enable two-factor authentication (2FA) when available
- Not share credentials with third parties
- Immediately notify NetVolo in case of suspected compromise
Identity verification
NetVolo reserves the right to request identity verification at any time, particularly in cases of suspected fraud or misuse of services.
6. Client obligations
The Client agrees to:
- Use services in compliance with applicable laws and regulations
- Not use services for unlawful, fraudulent or harmful activities
- Respect third-party intellectual property rights
- Not compromise the security or integrity of NetVolo's Infrastructure
- Not send spam or unsolicited communications
- Not host content promoting hatred, violence or terrorism
- Not host child exploitation material
- Not perform cryptocurrency mining without prior authorization
- Pay invoices within the specified timeframes
- Regularly back up their data
Resource usage
The Client agrees to use allocated resources reasonably and in accordance with the subscribed plan specifications. NetVolo reserves the right to limit or suspend services in case of resource abuse.
Hosted content
The Client is solely responsible for content hosted on NetVolo's Infrastructure. They warrant that they hold all necessary rights to such content and agree to indemnify NetVolo against any third-party claims.
7. NetVolo obligations
NetVolo agrees to:
- Provide services in accordance with the subscribed plan specifications
- Ensure Infrastructure availability in compliance with the applicable SLA
- Implement necessary security measures to protect data
- Inform the Client of scheduled maintenance within a reasonable timeframe
- Provide technical support accessible by email and through the Client Area
- Maintain confidentiality of Client data
- Handle incidents in accordance with defined procedures
Technical support
NetVolo provides technical support available Monday through Friday, 9:00 AM to 6:00 PM (Paris time). Support is accessible by email at support@netvolo.com and through the Client Area. Response times vary according to the criticality level of the request.
8. Pricing and payment
Pricing
Service prices are displayed in euros excluding tax (excl. VAT) on the NetVolo website. Applicable VAT is calculated at the rate in effect at the time of invoicing and according to the Client's country of residence.
Payment methods
Payment is due at the time of order or renewal. NetVolo accepts the following payment methods:
- Credit card (Visa, Mastercard, American Express)
- Bank transfer
- PayPal
Late payment
In case of late payment, NetVolo reserves the right to suspend services after a reminder sent by email. Services will be restored upon receipt of payment. Late payment penalties may be applied in accordance with applicable legislation.
Renewal
Unless otherwise indicated, services are automatically renewed at the end of each billing period. The Client may disable automatic renewal from their Client Area. Non-renewal results in service termination at expiry.
9. Duration and termination
Duration
The contract is entered into for the duration corresponding to the billing period chosen by the Client (monthly, quarterly, semi-annual or annual). It is automatically renewed for identical periods, unless terminated by either party.
Termination by the Client
The Client may terminate their services at any time from their Client Area. Termination takes effect at the end of the current billing period. No pro-rata refund is made for the remaining period, except under the conditions set out in our Refund Policy.
Termination by NetVolo
NetVolo reserves the right to terminate or suspend the Client's services in the event of:
- Violation of these Terms
- Non-payment after formal notice
- Fraudulent or unlawful use of services
- Endangerment of the Infrastructure or other clients' services
- Request from competent authorities
Consequences of termination
Upon termination, the Client has 30 days to retrieve their data. After this period, NetVolo will permanently delete the data. Any outstanding amounts remain payable.
10. Availability and SLA
Availability commitment
NetVolo commits to ensuring 99.9% availability on a monthly basis for hosting and VPS services, excluding scheduled maintenance periods.
Scheduled maintenance
Scheduled maintenance operations are performed outside peak hours when possible, and communicated to the Client at least 48 hours in advance by email or through the Client Area.
Compensation
In the event of SLA non-compliance, the Client may receive compensation in the form of service credits under the following conditions:
- 99.0% to 99.9%: 10% credit on the monthly amount
- 95.0% to 99.0%: 25% credit on the monthly amount
- Below 95.0%: 50% credit on the monthly amount
Compensation requests must be submitted within 30 days following the incident through the Client Area or by email to support@netvolo.com.
11. Data and backups
Data ownership
The Client retains ownership of all data hosted on NetVolo's Infrastructure. NetVolo claims no ownership rights over Client content.
Personal data protection
Personal data processing is governed by our Privacy Policy, in compliance with the General Data Protection Regulation (GDPR) and applicable French law.
Backups
While NetVolo performs regular Infrastructure backups for disaster recovery purposes, the Client is responsible for creating their own backups. NetVolo shall not be held liable for data loss resulting from the Client's backup failures.
Portability
The Client may export their data at any time using the tools provided in the Client Area or through technical support.
12. Liability
NetVolo's liability
NetVolo's liability is limited to direct and foreseeable damages resulting from a proven breach of its obligations. In any event, NetVolo's total liability shall not exceed the amounts paid by the Client during the 12 months preceding the event for the service concerned.
Exclusions of liability
NetVolo shall not be held liable for:
- Indirect damages, including loss of profits, data or revenue
- Malfunctions related to software or applications installed by the Client
- Hacking or intrusion resulting from Client negligence
- Non-compliant use of services by the Client
- Interruptions due to force majeure events
- Content hosted by the Client on the services
Client's liability
The Client is responsible for their use of the services and the content they host. They agree to indemnify and hold NetVolo harmless against any third-party claims related to their use of the services.
13. Intellectual property
All elements constituting the NetVolo website and services (texts, images, software, logos, trademarks, etc.) are protected by intellectual property rights and remain the exclusive property of NVLP NETVOLO PROVENCE.
The Client has no right to reproduce, represent or exploit these elements without the prior written authorization of NetVolo.
Tools, scripts and software developed by NetVolo in the course of providing the services remain NetVolo's property, even if made available to the Client.
14. Confidentiality
Each party agrees to preserve the confidentiality of information communicated by the other party in the course of contract performance. This confidentiality obligation survives contract termination for a period of 2 years.
This obligation does not apply to information that:
- Is or becomes public without fault of the receiving party
- Was already known to the receiving party prior to disclosure
- Is lawfully communicated by a third party
- Must be disclosed under a legal obligation
15. Force majeure
Neither party shall be held liable for failure to perform its obligations in the event of a force majeure event as defined by Article 1218 of the French Civil Code.
The following are notably considered force majeure events: natural disasters, wars, epidemics, strikes, telecommunications network failures, cyberattacks of exceptional magnitude, governmental or regulatory decisions preventing contract performance.
The party invoking force majeure must notify the other party as soon as possible. If the force majeure event continues beyond 90 days, either party may terminate the contract without compensation.
16. Changes to terms
NetVolo reserves the right to modify these Terms at any time. Changes will be communicated to the Client by email or through the Client Area at least 30 days before taking effect.
If the Client does not accept the changes, they may terminate their services before the effective date of the new terms. Continued use of services after the effective date constitutes acceptance of the new Terms.
17. Governing law and jurisdiction
These Terms are governed by French law. Any dispute relating to their interpretation or performance shall be subject to the exclusive jurisdiction of the courts of Paris, France.
Mediation
In accordance with consumer law provisions, consumer Clients may use the free mediation service offered by NetVolo. The consumer mediator can be reached via: www.mediation-consommation.org.
Online dispute resolution
In accordance with European Regulation No. 524/2013, the Client may also use the European online dispute resolution platform available at: https://ec.europa.eu/consumers/odr.
Severability
If any provision of these Terms is found to be null or unenforceable, the remaining provisions shall continue in full force and effect.
18. Contact
For any questions regarding these Terms of Service:
- Email: contact@netvolo.fr
- Phone: +33 4 11 78 93 01
- Address: NVLP NETVOLO PROVENCE, 771 Avenue Marc Lepoutre, 84700 Sorgues, France
Customer service
Email: support@netvolo.com
Hours: Monday to Friday, 9:00 AM - 6:00 PM (Paris time)