Terms of Service

Last updated: 22.07.2025

These Terms of Service ("Terms") govern the use of services provided by PLAY2GO - FZCO ("Company", "we", or "us"), License Number 87075, Dubai Silicon Oasis, through the website https://play2go.cloud. By using our services, you ("Client", "you", or "User") agree to be bound by these Terms.

1. Scope of Responsibility

1.1 The Client is solely responsible for any issues related to their software or virtual server configuration.

1.2 The Company is responsible for the physical host machines, network infrastructure, and connectivity.

2. Company Rights and Responsibilities

2.1 Technical support is available through the Client's dashboard, based on the support plans published on https://play2go.cloud.

2.2 We are not responsible for the performance of third-party software, including software purchased from us.

2.3 All services are provided "as is." We reserve the right to change prices, features, and terms at any time without prior notice. Changes take effect upon publication on our website.

2.4 We commit to maintaining host infrastructure and addressing hardware/network failures promptly.

2.5 We do not guarantee 100% uptime or uninterrupted service.

2.6 Scheduled maintenance is performed between 5:00 PM and 2:00 AM Dubai time (GST, UTC+4). Emergency or unscheduled maintenance may occur at any time.

2.7 We are not liable for service disruptions caused by third parties.

2.8 We may suspend services due to maintenance, attacks (e.g. DDoS), or force majeure (natural disasters, etc.).

2.9 We may change prices with prior notice via email to the address associated with the account.

3. Client Rights and Responsibilities

3.1 Repeated abuse complaints (e.g., network scans, outgoing attacks) not addressed by the Client may lead to permanent suspension without refund.

3.2 Hosting must not be used for any illegal purposes under the applicable laws of the United Arab Emirates, including copyright violations.

3.3 Clients are granted full server access (unless otherwise agreed) and are responsible for its use.

3.4 Legal software use is permitted within the service plan.

3.5 Clients must ensure that all content, software, and server activity complies with the applicable laws of the United Arab Emirates.

3.6 Support requests are accepted only via tickets on the website.

3.7. Network speed on virtual servers varies depending on the selected plan and is specified in the service card: from 100 Mbps up to 10 Gbps. There are no distinctions between domestic/foreign or ingress/egress. To ensure comfortable use of servers we apply a Fair Use Policy to traffic to prevent abuse or improper use of the channel by individual clients. We reserve the right, after a server reaches a certain traffic volume (which may be set separately for each plan), to reduce the network access speed for that order until the end of the billing month (shaping) to 10 Mbps or 100 Mbps.

3.8 If the Client is temporarily blocked but later found not in violation, services will be restored. Free plans (e.g., GAMING-FREE) may be revoked in case of suspicion.

4. Payments

4.1 Services will be suspended upon failure to pay for the next billing cycle.

4.2 Clients opting into autopay authorize recurring charges.

4.3 Autopay can be disabled at any time in the Client's dashboard.

4.4 Services are activated upon 100% payment, no later than 2 business days after payment.

4.5 Individual payments are accepted via electronic payment methods only.

4.6 All pricing is based on the publicly listed rates at https://play2go.cloud.

4.7 Payment processor fees may apply.

4.8 Services are reinstated within 1 hour of confirmed payment.

4.9 Data deletion occurs after:

• Game servers: 14 days
• VDS: 7 days
• Dedicated servers: 24 hours

4.10 Payments are processed via secure gateways; 3D-Secure authentication may be required.

4.11 Dedicated servers are provisioned within 2 business days of payment, barring exceptions.

4.12 Promo or discounted tariffs (“PROMO”, “LC”) are non-refundable and considered fulfilled upon activation.

4.13 Virtual server (VDS/VPS) order processing usually takes about 1 minute. In rare cases of high infrastructure load, processing may take up to 3 days.

5. Prohibited Content and Software

You may not host or use:

• Illegal software or content under the applicable laws of the United Arab Emirates
• Botnet tools, phishing software, or malware
• Services aiding illegal internet activity
• Pornographic content (including links or ads)
• Network scanners or proxy-checkers
• Mass email tools (except with written approval)
• Cryptocurrency mining software
• DDoS tools, port scanners, or tunneling tools without approval
• Unauthorized GRE/IPIP tunnels (except certain proxy tools like BungeeCord)

6. Usage Restrictions

6.1 Proxy servers are not allowed on GAMING-FREE plans.

6.2 Kernel virtualization (OS emulation) is not allowed without approval.

6.3 Server clustering/bundling is not allowed on GAMING-FREE plans.

6.4 On CODING plans, hosting proxy, VPN, or similar software is prohibited unless it is directly related to bots, websites, web applications, or other permitted workloads under the plan.

7. Suspension and Termination by Company

We may suspend or terminate your services immediately, without notice, if:

• You provide false registration data
• You engage in harassment, defamation, or IP/copyright infringement
• You distribute pirated software, spam, or otherwise violate applicable law
• You host pornographic content or incite violence
• You disrupt our infrastructure or abuse resources
• You engage in unprofessional behavior with our team

We reserve the right to report you to law enforcement when legally required.

8. Limitations of Liability

8.1 We do not monitor hosted content, except when responding to complaints.

8.2 We are not liable for direct or indirect losses, data loss, or business impact.

9. Refund Policy

9.1 Refunds are available only for downtime caused by the Company and only for unused days.

9.2 No refunds for control panels, IPs, or add-on services.

9.3 If Client actions caused Company losses, refunds may be denied.

9.4 PROMO and LC plans are non-refundable.

9.5 No refunds for services paid with bonus credits.

9.6 Refunds may be denied in cases of fraud or ToS violations.

9.7 Refunds are processed to the original payment method only.

9.8 No refunds for location mismatches unless validated via RIPE NCC.

9.9 Refunds are processed within 10 business days.

9.10 Payment processor fees may be deducted.

9.11 Violation of service terms voids refund eligibility.

9.12 Refund requests must be submitted via ticket and followed by a signed request.

9.13 Setup fees for dedicated servers are non-refundable.

9.14 Refunds for server setup delays only apply after 3 business days from payment.

10. Email Notifications

10.1 Email alerts may only be disabled by fully closing your account.

10.2 By registering, you agree to receive transactional and promotional emails.

10.3 We are not responsible for missed emails or spam filters.

11. Service Level Agreement (SLA)

11.1 SLA claims must be submitted via ticket.

11.2 Compensation is in service credit only.

11.3 We guarantee 99.9% uptime per month.

11.4 For each full day of outage, double the time will be credited.

11.5 Payment constitutes full and unconditional agreement to these Terms.