Terms of service

About us and these terms

ClanNode is the trading name of a Romanian sole trader. When these terms say "we", "us" or "our", they mean the seller below. "You" means the person who holds a ClanNode account and orders from us.

Seller

MUREA VLAD-GEORGE PERSOANĂ FIZICĂ AUTORIZATĂ (a Romanian authorised natural person, "PFA", that is, a sole trader)

Trading name

ClanNode

Address and phone

In our legal notice

Trade Register (ONRC) number

F2026004237006

Fiscal code (CUI)

53579699

VAT

ClanNode is not registered for VAT, so no VAT is added to our prices.

Email

support@clannode.com

Website

clannode.com

Client area and billing

shop.clannode.com

Game panel

panel.clannode.com

Support tickets

Open a support ticket

What these terms cover

These terms apply to every order and every service you get from us: game server hosting, optional extras such as game addresses, the client area at shop.clannode.com, the game panel at panel.clannode.com and our support. Together with the details of your order, they form the contract between you and us.

Our refunds and cancellation page explains the free trial, the right of withdrawal and refunds in more detail and forms part of these terms. Our privacy policy explains how we handle personal data.

The games themselves are not covered by these terms. They are made by their publishers, and the publishers' own licence terms apply to them (see Games and third-party software).

Consumers and business customers

You are a consumer if you are a natural person and you order for purposes that are mainly outside your trade, business, craft or profession. You are a business customer if you order for your trade, business, craft or profession, including when you order for a company or another organisation.

Most of these terms apply to everyone, including the rules on the free trial and on cancelling. Some rights apply only to consumers, such as the right of withdrawal, the consumer renewal protection and the legal guarantee of conformity. For business customers, the liability limits in Liability apply. Nothing in these terms takes away rights that consumer law gives you and that cannot be excluded by contract.

Your account

You must be at least 18 years old to open an account and order from us. If you order for a business or another organisation, you confirm that you are allowed to act for it.

Give us accurate and complete details, and keep them up to date in the client area. We send important notices to the email address in your account, so please make sure it works.

Keep your password and other sign-in details safe and do not share them. Tell us straight away if you think someone else has accessed your account. You are responsible for what happens in your account when it results from your own actions or from sign-in details you did not keep safe.

Subusers and players

Each account has one account holder. In the game panel you can invite other people as subusers of your servers. You stay responsible for your servers, for what your subusers do on them and for making sure they follow these terms. Only invite people you trust, and remove access when it is no longer needed.

Players who join your server can be any age. You are responsible for your own community, including the rules you set for your server and how you enforce them.

How ordering works

To order a server:

1. Choose a game and a plan on clannode.com and configure your server.
2. Continue to checkout on shop.clannode.com, then sign in or create an account.
3. If you order for your trade, business, craft or profession, enter the business name and, if it has one, its registration or VAT number in your account details before you order. We treat you as a business customer only if you really order for those purposes (see Consumers and business customers).
4. If you choose the free trial, add a payment card to your account. It is saved and not charged when you order (see Free trial). If you pay by card straight away, you enter or choose your card at checkout and pay when you place the order (see Paying now by card). If you pay with Bitcoin, you pay after you place the order (see Paying with Bitcoin).
5. Review your order. Directly above the order button, the summary shows your game, plan, billing period and any extras, the total price for each billing period and, for quarterly and annual plans, the monthly equivalent. It also shows when you first pay (with the free trial, when the 24 hour trial ends; if you pay by card straight away or with Bitcoin, when you order) and that your plan renews automatically until you cancel.
6. Accept these terms, and separately confirm the terms listed below under "Terms you accept separately".
7. In a separate step, ask us to start the service immediately, within the withdrawal period. This affects your right of withdrawal (see Right of withdrawal).
8. Place your order with the order button, which makes clear that ordering comes with an obligation to pay. By placing it, you agree to pay the price shown for your billing period when the free trial ends, or straight away if you pay by card now or with Bitcoin, and at each renewal, unless you cancel before then.

Terms you accept separately

Romanian law requires you to accept some standard terms expressly and separately. At checkout, you accept the terms below in a separate box that is not ticked in advance. The box names each of them and links to it:

• automatic renewal (see Automatic renewal);
• our rights to suspend, limit or terminate a service: for non-payment (see Payment), for a continuing fair use problem (see Fair use of shared resources), and for breaches of these terms, including immediate suspension and termination for a serious breach (see Suspension and termination);
• that, if we terminate a service because you broke these terms, we deduct from any refund the documented costs your breach actually caused us (see Suspension and termination);
• the choice of Romanian law (see Governing law and courts); and
• if you are a business customer, the liability limits in Liability, the choice of courts in Bucharest, and that you get no refund of the prepaid time for a service we terminate because of a serious breach.

Correcting mistakes

Until you place the order, you can go back at any step and correct any detail, such as the game, plan, billing period, server settings or your account details. Please check the order summary carefully before you place the order. You can update your account details in the client area at any time.

When the contract is concluded

When you place your order, you make an offer to us. The contract is concluded when we confirm your order by email. We may decline an order, for example if a plan is no longer available, if your account has reached its server limit, or if we suspect fraud or abuse of the free trial. If we decline an order, there is no contract and you are not charged. If you have already paid, we refund you in full; a Bitcoin payment is refunded as described in Paying with Bitcoin.

After we confirm your order, your server is set up automatically, usually within minutes. If you pay by card straight away or with Bitcoin, we set it up once your payment has gone through (see Paying now by card and Paying with Bitcoin).

Order confirmation and your records

We send the order confirmation to the email address in your account. Email can be delayed or filtered as spam, so please also check the client area. You can see your orders, services and invoices in the client area at any time.

We store your contract details. These terms stay available at clannode.com/terms, where you can save or print them. If you need the version that applied when you ordered, contact us and we will send it to you.

Contract languages

You can conclude the contract in English, Romanian, German, French or Spanish (see Language versions).

Free trial

When you pay by card, you can start a new server with a 24 hour free trial, or pay straight away with no trial (see Paying now by card). Orders paid with Bitcoin have no free trial (see Paying with Bitcoin). The trial starts when we create your server, usually a few minutes after you order.

• Your payment card is saved in your account. We do not charge it when you order.
• When the trial ends, we charge your saved card the full price of the billing period you chose: monthly, quarterly or annual. The charge can happen up to a few minutes after the 24 hours end.
• If you cancel before the trial ends, you pay nothing.

The price and billing period that apply after the trial are shown in your order summary before you order. How to cancel is explained in Cancelling your service.

The trial is there so you can try the service. We may refuse further trials to anyone who abuses them, for example by ordering many trial servers and cancelling each one before its trial ends.

To keep servers available for everyone, these limits apply to every free trial:

• You need to confirm your email address before you start a free server.
• You can have one free server at a time. You can start a new one once the previous one has been paid for or cancelled.
• You can start at most one free server every 48 hours from each customer account, and at most one every 48 hours from the same internet connection, whichever account it comes from.
• Each order can contain one free server.
• When many free servers are running at the same time, we may pause new ones for a while.

You cannot order a new server, with or without a trial, while your account has an overdue invoice, an order waiting for payment, or a server suspended or ended for non-payment. Pay what you owe in the client area first.

The trial is part of your contract. If you are a consumer, your 14 day withdrawal period ends 14 days after the day the contract is concluded, not 14 days after the end of the trial (see Right of withdrawal).

Paying now by card

At checkout you can pay by card straight away instead of taking the free trial.

• We charge the price of the billing period you chose when you place the order. There is no free trial.
• We set up your server once the payment has gone through, usually within seconds.
• If the payment does not go through, your order waits. You can pay the invoice in the client area, and we set up your server once it is paid. If it is still unpaid 48 hours after you order, we cancel the order and you owe nothing.
• Your plan then renews automatically, and we charge your saved card at each renewal (see Automatic renewal).

If you are a consumer and you withdraw, you pay only for the paid service from when we set up your server (see Right of withdrawal). We refund card payments to the card you paid with.

Prices

All our prices are in euro (EUR), and we always charge in euro.

ClanNode is not registered for VAT, so no VAT is added to our prices. The euro price shown at checkout is the full amount we charge.

Before you order, the order summary shows the total price for each billing period, including any extras you chose, and for quarterly and annual plans the monthly equivalent.

Quarterly and annual billing periods are discounted compared with paying monthly. The price for each billing period is shown with the plan before you order.

If the website shows prices in another currency, those amounts are estimates for information only. Your bank or card issuer may convert the euro amount into your currency at its own rate and may charge its own fees. These are outside our control.

Payment

We accept card payments through our payment processor, and Bitcoin through a Bitcoin payment service (see Paying with Bitcoin). We may add other payment methods; the methods available to you are shown at checkout.

Our payment processor handles your card details. We keep only a token that lets us charge the card and basic details such as the card brand, the last four digits and the expiry date.

By saving your card, you authorise us to charge it when your trial ends, or when you order if you pay straight away, and at each renewal, for the price of your billing period, until you cancel. You can update your card in the client area.

Our payment processor runs automated fraud checks that can decline a payment. If this happens, contact us and a person will look into it.

Your invoices are available in the client area.

If a payment fails

This applies to card payments. For unpaid Bitcoin renewals, see Paying with Bitcoin.

• If a charge fails, we may suspend your server and try the charge again. The client area shows the unpaid invoice and the status of your server.
• If the amount is still unpaid 3 days after the suspension, we may terminate the service. The server and its files are then deleted.
• While your server is suspended, you can ask us for a copy of your server files. We provide it free of charge.

To keep your server, update your payment card in the client area and contact us as soon as you can. Once the amount is paid, we restore your server.

Paying with Bitcoin

You can pay for a new server with Bitcoin instead of a card, where checkout offers it. Orders paid with Bitcoin work differently from card orders.

No free trial. You pay before we set up your server. The 24 hour free trial is only for orders paid by card.

How to pay. After you place your order, the invoice page shows a Bitcoin address and the amount in bitcoin. We work out the amount from the price in euros at the exchange rate when the page opens, and it stays fixed for 30 minutes. Send exactly that amount to that address. You pay the Bitcoin network fee for sending it.

When your server is set up. We set up your server automatically once the Bitcoin network has confirmed your payment. This usually takes less than 30 minutes and can take longer when the network is busy. We send the order confirmation when you order and let you know when your server is ready.

If you send a different amount:

• If you send up to 1% less than the amount shown, we treat the invoice as paid in full.
• If you send less than that, we credit what you sent to the invoice at the exchange rate shown on the payment page, and set up your server once the rest is paid. You can pay the rest from the invoice.
• If you send more, the difference is added to your account credit, which pays towards your next invoices. You can ask us to refund it instead (see Refunds below).

If you do not pay. If we have not received your payment 48 hours after you order, and no payment is on its way, we cancel the order. You then owe us nothing.

Renewals. Your plan renews automatically for the same billing period until you cancel, as described in Automatic renewal. Because Bitcoin cannot be charged automatically, we send you an invoice for each renewal at least 7 days before your renewal date, and a reminder before that date. You pay it from the invoice page in the same way.

If a renewal is not paid. If the renewal invoice is still unpaid the day after your renewal date, we may suspend your server. If it is still unpaid 3 days after the suspension, we may terminate the service, and the server and its files are then deleted. While your server is suspended, you can pay the invoice and we restore your server, or ask us for a copy of your server files, which we provide free of charge.

Refunds. We refund Bitcoin payments in euros, by bank transfer, for the euro amount you paid. We never refund in bitcoin, so changes in the price of bitcoin do not affect a refund in either direction. You agree to this way of refunding when you choose Bitcoin at checkout. To receive a refund, give us the name of the account holder and the IBAN of the bank account to pay it into. You can include them in your withdrawal or refund request, and we will ask for them if you have not. We pay the transfer fees, except when we return an overpayment or a payment sent by mistake, or refund a business customer: the transfer fees are then deducted from the amount we pay. Refunds are due within the time limits in How we pay refunds.

Payments cannot be reversed. Bitcoin payments are final on the network, and neither you nor we can reverse one. If you send bitcoin by mistake, for example twice for the same invoice, contact us: we credit its euro value at the exchange rate of the payment page to your account, or refund it in euros as described above.

Automatic renewal

Your plan renews automatically at the end of each billing period for the same period (monthly, quarterly or annual) until you cancel. If you pay by card, we charge your saved card. If you pay with Bitcoin, we send you an invoice before each renewal instead (see Paying with Bitcoin). You can see your next renewal date in the client area.

For quarterly and annual plans, we send you a reminder by email before the plan renews. It states the renewal date and how to cancel. Email can be delayed or filtered as spam, so please also check the client area.

Consumer renewal protection

If you are a consumer, after a quarterly or annual plan has renewed automatically, you can end it at any time with one month's notice. Tell us in any clear way, for example by email or by support ticket. We then refund the part of the price you prepaid for the time after the end date.

This protection does not apply to business customers.

Price changes

We may change the price of an existing service only for one of two reasons: a change in our costs of providing it, or a change in taxes. By costs, we mean hardware, energy, data centre, network and software licence costs. A change in taxes includes having to start charging VAT. Any increase reflects only the change in those costs or taxes.

We tell you at least 30 days before a new price takes effect, by email and in the client area. The new price applies from your first renewal after the change takes effect. You can cancel before the change takes effect, and you will then not pay the new price. A price change never applies to a period you have already paid for.

Cancelling your service

You can cancel a service at any time:

• in the client area: open the service and choose Request Cancellation;
• by email to support@clannode.com; or
• by opening a support ticket.

If you cancel by email or ticket, tell us which service you want to cancel and whether it should end immediately or at the end of the period you have paid for.

When cancellation takes effect

Unless you choose otherwise, your service keeps running until the end of the period you have paid for and then does not renew. You can also choose immediate cancellation. The service then ends as soon as we process your request, and the server and its files are deleted. Download anything you want to keep first.

If you are a consumer and you cancel with immediate effect during the 14 day withdrawal period, we treat this as a withdrawal and refund you as described in Right of withdrawal.

Otherwise, when you cancel, we do not refund the rest of a billing period that has already started. The exceptions are the consumer renewal protection, faults on our side (see Legal guarantee and service problems) and anything else the law requires. See Refunds and cancellation for details.

Cancelling a service does not close your account. If you want your account closed, contact us.

Cancelling during the trial

If you cancel before the 24 hour trial ends, we do not charge your card, and the service ends no later than the end of the trial. If you cancelled in time and a charge is still made, we refund it in full.

Cancelling an unpaid order

If you chose to pay straight away, by card or with Bitcoin, and your payment has not gone through yet, you can cancel the order in the client area or simply not pay. We cancel it 48 hours after you order, and you owe nothing.

Right of withdrawal

If you are a consumer, you can withdraw from the contract without giving any reason. The withdrawal period ends 14 days after the day the contract is concluded, which is the day we confirm your order. For example, if we confirm your order on 1 April, you can withdraw until the end of 15 April. If the last day of the period falls on a Saturday, Sunday or public holiday, the period ends at the end of the next working day.

When you order, you ask us to start the service immediately, within the withdrawal period. If you then withdraw, you pay only a proportionate amount for the time between the end of the free trial and when you told us you are withdrawing. The free trial itself costs nothing. If you paid straight away, by card or with Bitcoin, there is no free trial, so this time counts from when we set up your server. If you did not make that request, or if we did not tell you before you ordered about your right of withdrawal and that you pay for the service used, you get a full refund.

We refund you without undue delay and at the latest within 14 days of the day we receive your withdrawal, to the same payment method you used, without any fee. A payment made with Bitcoin is refunded in euros by bank transfer, as you agreed at checkout (see Paying with Bitcoin).

To withdraw, send us a clear statement that you want to withdraw, for example by email to support@clannode.com or by support ticket. Withdraw from your contract here lists the details to include. You can also use the model withdrawal form, but you do not have to. We confirm receipt by email, with the content of your withdrawal and the date and time we received it. The full withdrawal information is on our refunds page.

Withdrawing is different from cancelling. Cancelling stops your plan from renewing, or ends it straight away if you choose immediate cancellation, and normally does not give you a refund for the current period. If you are a consumer and you cancel with immediate effect during the withdrawal period, we treat it as a withdrawal (see Cancelling your service). Business customers do not have a right of withdrawal.

Our service

What we provide

We provide game server hosting. You get a server for the game you choose, with the resources shown for your plan, and you manage it through the game panel at panel.clannode.com. The game panel lets you start, stop and configure your server and manage its files.

Game servers run in a data centre in the location you choose when you order: Warsaw, Poland, or France. The game panel runs in Warsaw. Backups of servers in Poland are kept in Warsaw, on separate storage. Backups of servers in France are kept on the same separate storage in Warsaw.

You can request a move between Poland and France through a support ticket. Each move costs €7.99 and starts after the separate invoice is paid. We set up a new server in the other location and copy the files and supported settings while both servers are stopped. The server address, port, panel ID and SFTP details change. Existing backups and custom game addresses do not move. A dedicated IP cannot be moved to France. Tell us about any server databases before paying so we can check how to move them.

We describe our processors by family, such as AMD Ryzen 9. We may upgrade or replace the hardware your server runs on, or move your server to other hardware in the same location, as long as the new hardware performs at least as well. The resources of your plan stay the same.

Resources and performance

Your server gets the resources shown for your plan. Processor (CPU) capacity is shared with other servers on the same hardware, so a plan does not reserve dedicated processor cores. Any player counts we show are a guide to what a plan can typically handle. Actual performance also depends on the game, its settings, mods and how many players are active.

Our network in Poland and in France has protection against common attacks, such as denial of service attacks. This protection has limits and cannot stop every attack. A very large attack may make your server unreachable for a while.

Fair use of shared resources

Your server may use all of the memory, processor share and disk space shown for your plan, at any time and for as long as you like. How much of these resources your server uses is never, by itself, a breach of these terms. What matters is what you use them for (see Acceptable use). Our game panel runs on Pterodactyl, widely used open source game server software. It enforces these limits automatically, in the same way for every server, as its published source code shows:

• Memory: Pterodactyl sets the hard memory limit a little above your plan's memory, to give the game room to spare: 15% more for plans up to 2 GB, 10% more for plans up to 4 GB and 5% more for larger plans. If the game still reaches that limit, it can crash or be stopped, and it normally restarts automatically. Games that run on Java, such as Minecraft Java Edition, usually reach their own memory setting first, and may then slow down or crash.
• Processor: your server cannot use more than its processor share, and it runs more slowly when it reaches that share. It is not stopped for this.
• Disk space: the panel checks your server's disk use every few minutes. If it goes over its disk limit, the panel stops the server, and it cannot start again or take new files through the game panel or SFTP until you free up space. Unsaved game progress can then be lost, so keep an eye on your disk use.

Processor time, disk activity and the network connection are shared with other servers on the same hardware. When many servers are busy at once, your server may not always reach its full processor share. This does not limit your rights if your server regularly cannot run as described for your plan: see Legal guarantee and service problems.

Using your full processor share is not a breach, even when no players are online. Because constant full processor use while no players are online can be a sign of cryptocurrency mining or of a compromised server, we may ask you what is running (see Asking you to explain unusual activity), and a person reviews your answer.

You must not keep running something that, over a sustained period, uses shared disk activity or network traffic so heavily that other customers' servers suffer, when this is not needed to run your game normally. Examples are running a file hosting or download service for other people, sending large amounts of traffic unrelated to your game, or leaving a crash loop running after we have told you about it.

If this happens:

1. To protect other customers, we may stop that server, or stop a crash loop, straight away. Where our tools allow it, we may instead limit only that server's disk or network activity for a while.
2. We tell you what we saw and ask you to fix it or explain it within 3 days (see Asking you to explain unusual activity).
3. If your game genuinely needs more resources, we may suggest a bigger plan or extra resources and tell you the price. Your plan does not change, and we do not charge you for more resources, unless you ask us to.
4. If the problem continues and it is not caused by normal use of your game, we may terminate the service with 14 days' notice and refund the prepaid time after the end date.

Availability and maintenance

We aim to keep your server available at all times, but we do not guarantee a specific uptime. We sometimes need planned maintenance, and emergency maintenance when something urgent comes up, such as a security issue or a hardware fault. Where we reasonably can, we tell you about planned maintenance in advance.

If your server is unavailable because of a fault on our side, see Legal guarantee and service problems.

Account limits and plan changes

By default, an account can have up to 8 active servers. Pending and suspended servers count toward this limit. We may change the limit. If you need more servers, contact us.

To upgrade or downgrade a plan, contact us. Before we make any change, we tell you what is possible, the new price and the date it applies from. We move you to another plan, or charge you for more resources, only if you ask us to. We may suggest an upgrade, for example if your server regularly reaches its memory or processor limit, but you are free to decline. If you decline, your server keeps running within your current plan's limits. Price changes for your current plan follow Price changes.

Game addresses

Some plans include or offer a game address: an optional name under play.clannode.com that points to your server.

• Game addresses are published in public DNS, so anyone can look them up.
• Your name must not infringe anyone else's rights, such as a trade mark, and must not impersonate another person, brand or organisation. We may refuse or remove a name that breaks these rules.
• The name is released when your service ends or when your plan no longer includes it. Someone else can then use it.

Public server lists

Some games publish servers in the publisher's public server lists. The server name and description you set may appear there, together with your server's address. Do not include personal data or anything illegal in them.

Support and service emails

You can contact support by support ticket or by email at support@clannode.com. We aim to reply within two working days.

We send service emails, such as order confirmations, invoices and notices that your server is set up. Email can be delayed or filtered as spam, so please also check the client area.

Games and third-party software

The games you run on our servers are third-party software. ClanNode is not affiliated with or endorsed by any game publisher. Game names and logos belong to their owners.

Licences and tokens

You must accept and follow the licence terms of each game you run, for example a publisher's end user licence agreement that you accept at checkout.

Some games need a token from the publisher, for example a Steam game server login token or a Klei cluster token. Where a game requires one, you must supply your own and keep it valid. We store your tokens only to run your server, and we delete them with the service or your account.

Versions and publisher changes

Each game's page shows the supported server and client versions before checkout. Some games need a specific client version, which can be older than the latest one. Please check these requirements before you order.

Publishers can change or discontinue their software or services. Their updates can affect compatibility, your saved worlds or your mods, and we cannot control this. If a publisher's change means we can no longer provide your server as described, we tell you, and the rules in Changes to the service and these terms apply.

Mods, plugins and modpacks

Mods, plugins and modpacks from third-party sources are your choice and your responsibility. We do not control them. They can contain errors or harmful code and can stop working after an update. Make a backup before you install or update them.

Backups and your data

Your plan may include up to three backup slots. We attempt an automatic backup once a day when your server has at least two slots and storage is available. With three slots, up to two automatic backups are kept and one slot is left free for your own backup or a safety backup before maintenance. You can also create and download backups in the game panel. A backup may be delayed or fail. For servers in Poland, backups are stored on separate storage in Warsaw. For servers in France, backups are stored on the same separate storage in Warsaw, not on the game server itself.

Backups are a convenience, not a guarantee. We cannot guarantee that data on our storage, including backups, will never be lost. A backup can also fail or be incomplete. This does not limit your legal guarantee (see Legal guarantee and service problems) or our liability (see Liability).

Keep your own copies of important data. You can download your files through the game panel, by SFTP and by downloading your backups.

We also keep encrypted backups of our own systems for security and recovery. They are not a backup service for you, and we cannot promise to restore an individual server from them.

When a service ends, its server and files are deleted. Download anything you want to keep before then. If you need a copy and cannot download it yourself, contact us.

Acceptable use

You must use our service lawfully. These rules apply to you, to your subusers, to anyone you let use your server, and to everything stored on or sent from your server. You must not use our service for:

• illegal content of any kind, including storing, sharing or distributing it;
• child sexual abuse material;
• malware, such as viruses, ransomware, spyware or botnet control servers;
• attacks on other systems or networks from our servers, including denial of service (DDoS) attacks, booter or stresser services, brute force attempts, port or vulnerability scanning of systems that are not yours, sending traffic with a forged source address, attempts to break into systems, and publishing or distributing tools made for these attacks;
• spam or other unsolicited bulk messages;
• phishing or other fraud, including payment fraud;
• cryptocurrency mining;
• proxies, VPNs, tunnels or relays that let other people send traffic through your server, such as open proxies, anonymising services, Tor relays and exit nodes, and VPN or tunnel services for other people (a private VPN or tunnel that only you and your subusers use to reach your own servers is allowed, and so are game proxies, see below);
• using any proxy, VPN or tunnel to hide, carry out or help illegal activity, or to get around a ban or block that another service has placed on you or your users;
• infringing intellectual property rights, such as copyright or trade marks, for example by sharing pirated games or content;
• harassment, threats or hate content that is illegal;
• breaking a game publisher's rules where this puts our service at risk, for example by getting our servers or network addresses blocked;
• trying to get around the limits of your plan or account, or our security measures;
• reselling our service, or offering it to others as your own hosting service, without our written permission;
• any other use that is a criminal offence under Romanian law, the law of the country where your server is (Poland or France) or the law of the country where you live, or that helps someone else commit one.

Trying to do any of these things also breaks these rules.

Game proxies

You may run game proxies such as Velocity, BungeeCord or Waterfall. A game proxy may only connect players to game servers that you run or are allowed to connect to, at ClanNode or elsewhere. It must not be used as a general web, SOCKS or VPN proxy, to hide, carry out or help illegal activity, or to get around a ban or block that another service has placed on you or your users.

If your server is compromised

You are responsible for keeping your server, its software and your passwords secure. If your server does something these rules forbid because someone else broke into it, we may still limit or suspend it to stop the harm. We do not treat this as a breach by you, unless the evidence shows that you took part in it or knowingly let it continue. Please help us fix it: if you do not act after we have told you about it, the rules in Notice for other breaches apply.

If you are not sure whether something is allowed, ask us first. To report content or activity that you believe is illegal or breaks these rules, see Report illegal content.

Content moderation

This section explains how we handle content on customer servers, as the EU Digital Services Act requires. The content rules we apply are the law and our acceptable use rules.

How we find problems

We do not proactively monitor the content on customer servers, and we do not use automated tools to detect or moderate content or to decide on measures. We act on reports we receive and on problems we find ourselves while running the service, for example when a server causes technical problems or attacks other systems. A person reviews every report and makes every decision.

What we may do

Depending on the problem, we may:

• remove or disable access to specific content, or ask you to remove it;
• suspend a server;
• terminate a service or your account; or
• refuse to provide services to you in the future.

We act carefully, objectively and in proportion to the problem. We consider how serious it is, whether it has happened before, whether you acted in good faith, and the rights and legitimate interests of everyone involved, including freedom of expression and the other fundamental rights protected in the EU. Where it is appropriate, we first ask you to fix the problem.

Statement of reasons

If we take a measure against your content, server or account, we send you a statement of reasons by email, at the latest when the measure takes effect, unless the law or an order from an authority prevents us. It explains:

• what the measure is, what it covers and how long it lasts;
• the facts and circumstances we relied on, including whether we acted on a report or on our own findings;
• that a person made the decision, without automated means;
• the ground for the decision: the law the content breaks and why, or the rule in these terms that is broken and why;
• how you can contest the decision.

How to contest a decision

If you disagree with a decision, reply to the statement of reasons or email support@clannode.com and explain why. A person looks at the decision again and tells you the outcome. If we find the decision was wrong, we reverse it without undue delay. You can also use an out-of-court dispute settlement body where one is available to you, or go to court.

Reports and authorities

Anyone can report content they believe is illegal by following Report illegal content. We review every report. If you give us your email address, we confirm receipt of your report and tell you our decision and how to contest it.

We may learn of information suggesting a criminal offence that threatens someone's life or safety, whether it has taken place, is taking place or is likely to take place. If so, we promptly inform the law enforcement or judicial authorities of the EU country or countries concerned and give them the information we have.

Authorities and users can reach our single point of contact at support@clannode.com, in English or Romanian. See Points of contact.

Suspension and termination

We may suspend or terminate a service, or your account, if:

• you commit a serious breach (see below), or you seriously or repeatedly break other rules in these terms, including the acceptable use rules;
• you do not pay (see Payment);
• you gave us false details that matter when ordering, such as a false name or someone else's payment card, or we have good reason to suspect fraud (we may then suspend the service while we check, and we terminate only if the check confirms it);
• a court or public authority requires it; or
• it is needed to protect our systems, other customers or other people from serious harm.

Serious breaches

These are serious breaches of these terms:

1. attacks on other systems or networks, including DDoS attacks and scanning or breaking into systems that are not yours;
2. malware, phishing or botnet control servers;
3. child sexual abuse material;
4. a proxy, VPN or tunnel that the acceptable use rules forbid, or using any proxy or tunnel to hide or carry out illegal activity;
5. cryptocurrency mining;
6. deliberately getting around your plan's limits or our security measures;
7. fraud, including payment fraud;
8. any other use of our service that is a criminal offence under Romanian law, the law of the country where your server is or the law of the country where you live.

A serious breach counts as yours if you, a subuser or anyone else you let use your server commits it. It does not count as yours if someone broke into your server, as explained in If your server is compromised.

For a serious breach, we may suspend the server straight away, without advance notice, and also your account where this is needed to stop the harm. We terminate the service, and where needed your account, only when the evidence we have, including any explanation you give us, shows the serious breach. We tell you about each measure by support ticket, which you can also see in the client area, and by email, and we send you a statement of reasons (see Content moderation). The termination takes effect on the date stated in our notice.

Notice for other breaches

If you do not pay, the rules in Payment apply. For other breaches, before we suspend or terminate, we tell you what the problem is and give you a reasonable time to fix it, unless the law prevents us from telling you. If you repeat a breach after we have asked you in writing to stop, we may terminate the service with 7 days' notice. Fair use problems are handled as described in Fair use of shared resources instead: a continuing fair use problem can lead to termination only with 14 days' notice and a refund of the prepaid time after the end date. When we limit, suspend or terminate a server, a service or an account because content or activity on it is illegal or breaks these terms, including the acceptable use rules and the fair use rules, we send you a statement of reasons as described in Content moderation.

Asking you to explain unusual activity

If we see activity from your server that suggests a breach of these terms, or we receive a report about it, we may ask you to explain it. We tell you what we saw by support ticket, which you can also see in the client area, and by email. Please reply within 3 days of our message and give us the information that helps us understand the activity, such as which software or plugin causes it. You do not have to prove that your use is lawful. We decide based on the evidence we have, including your answer. If you do not reply in time, we decide on the information we have. We do not treat a missing reply, by itself, as proof of a breach. We tell you our decision and how to contest it (see Content moderation). If the activity is causing harm while we wait, we may limit or suspend the server as described under Security emergencies below. If it turns out that the server was not doing anything these terms forbid, we restore it without undue delay, and you can ask for a proportionate price reduction for the time it was limited or suspended.

Security emergencies

If a server creates an immediate risk, for example because it is attacking other systems, is infected with malware or is endangering the stability of our systems, we may limit or suspend it straight away without advance notice. We send you a statement of reasons at the latest when the measure takes effect. Unless we terminate the service for a serious breach, we work with you to restore the server once the cause is fixed.

What happens to your data

While a server is suspended, its files are kept, and you can ask us for a copy of your lawful content free of charge. If we terminate a service, the server and its files are deleted. Where we reasonably can, we tell you the termination date in advance so that you can ask for that copy first. We do not return content that is illegal or harmful, such as malware. If you contest a termination and we find it was wrong, we provide the service again and refund any costs we deducted, but we can restore your files only if we still have them. If the law or an authority requires us to keep a copy of the relevant content, for example to preserve evidence of a crime we have reported, we keep it for as long as that requires. Our own records about the breach, such as logs, are kept as described in our privacy policy.

Refunds when we terminate

Consumers. If you are a consumer and we terminate a service because you broke these terms, other than for a continuing fair use problem, we refund the prepaid time after the end date, minus the documented costs your breach actually caused us. These can be the time we spent dealing with the breach, valued at a reasonable hourly rate, the cost of getting our network addresses removed from block lists, and charges or compensation we have paid, or are legally required to pay, to our data centre provider or other third parties because of your breach. We send you a list of these costs with the evidence for each amount, including the hours and the rate for any time we charge. If there are no such costs, you get the full refund. If they are equal to or more than the prepaid time, there is no refund. You can dispute the list (see Complaints). We pay any refund within 14 days of the end date, to the payment method you used. We may hold it only while a chargeback or an authority's request about the service is open, or for up to 30 days while we check a suspected payment fraud, and we tell you why. This does not affect other damages the law allows us to claim.

Business customers. If you are a business customer and we terminate a service because of a serious breach, you do not get a refund of the prepaid time for that service. This rule is one of the terms you accept separately at checkout. If we also end other services because of the same breach, the rule for consumers above applies to those services. For other breaches, the rule for consumers above applies.

If we end a service for a reason that is not your fault, or with notice because of a continuing fair use problem (see Fair use of shared resources), we refund the prepaid time after the end date.

Personal data on your server

Your server can hold personal data about other people, for example your players' names and IDs, their IP addresses in game logs, and chat messages. For that personal data, you are the controller and we process it on your behalf as your processor. This section is our data processing agreement under Article 28 of the EU General Data Protection Regulation (GDPR).

For personal data we handle for our own purposes, such as your account and billing, we are the controller and our privacy policy applies. Your subusers' game panel accounts, including their invitations, are covered by our privacy policy, not by this section.

Subject matter and purpose

Hosting your game server and storing its files, logs and backups, so that we can provide the service to you.

Duration

For as long as we provide the service, and until the data is deleted as described below.

Nature of the processing

Storage, hosting, backup and the technical operations needed to run and support your server.

Types of personal data

Whatever you, your subusers and your players put on the server, typically player names and IDs, IP addresses, chat and console logs, and in-game data.

Data subjects

Your players, and anyone else whose data you, your subusers or your players put on your server.

Our obligations

• Instructions. We process the data only on your documented instructions, including on any transfer of the data outside the European Economic Area. These terms, your plan and what you do in the game panel and in support requests are your instructions. We do not use the data for our own purposes. If EU or national law requires us to process it in another way, we tell you first, unless that law forbids it. We tell you if we believe an instruction breaks data protection law.
• Confidentiality. Anyone we allow to process the data is bound to keep it confidential.
• Security. We take appropriate technical and organisational measures to protect the data, such as restricted access to our systems, encrypted connections to the game panel and SFTP, and separation between customer servers.
• Assistance. We help you respond to requests from people exercising their data protection rights. You can access, download and delete your server files yourself in the game panel and by SFTP. If we receive such a request about your server, we pass it on to you. We also help you with security, data breaches, impact assessments and consultations with authorities, as far as we can with the information we have.
• Data breaches. If we become aware of a personal data breach affecting this data, we tell you without undue delay and give you the information you need to meet your own obligations.
• Deletion or return. Before your service ends, you can download the data yourself or ask us for a copy. When your service ends, the server and its files are deleted. Remaining copies in our system backups are deleted within 90 days, unless the law requires us to keep them.
• Audits. We make available the information you need to show that we meet these obligations. We answer audit requests first by giving you written information and documentation. If that is not enough, for example because a supervisory authority requires more, we agree with you on a reasonable audit, with reasonable notice, at your cost and without putting other customers' data at risk.

Sub-processors

You give us general permission to use sub-processors. We use them only under a written contract that gives the data the same level of protection, and we remain responsible to you for them. We use sub-processors in the categories below. We tell you before we add or replace one, by email and in the client area. You can object on reasonable data protection grounds. If we cannot resolve your objection, you can end the affected service and we refund the prepaid time after the end date.

We store this data in the European Union. Our DNS and network security provider is based in the United States and handles traffic to our billing and support system, including support tickets. For that transfer, we rely on the EU-U.S. Data Privacy Framework where the provider is certified, and on the European Commission's standard contractual clauses.

Some game panel features make the browser of the person using the game panel load information from third-party services. For example, to show player avatar images, a player's name or ID is sent to such a service, and a log sharing service receives a log when you choose to share it. These requests go directly from that browser, not from our servers, and some of these services are outside the European Economic Area. By using these features, you instruct us to provide them. Our privacy policy describes these services.

Your responsibilities

You are responsible for having a lawful basis for the personal data on your server, for telling your players how you use their data, for answering their requests, and for the security of what you control, such as your passwords, your subusers and the software and mods on your server.

Legal guarantee and service problems

Legal guarantee for consumers

If you are a consumer, the law gives you a guarantee that our service matches the contract for the whole time we provide it. This legal guarantee is free, and these terms do not limit it.

If the service does not match the contract, tell us and we will fix it free of charge, within a reasonable time and without significant inconvenience to you. You can ask for a proportionate price reduction, or end the contract unless the problem is only minor, if:

• we cannot fix it, or fixing it would be disproportionate;
• we do not fix it within a reasonable time, free of charge and without significant inconvenience to you;
• the problem remains or comes back after we tried to fix it;
• the problem is so serious that an immediate price reduction or ending the contract is justified; or
• we tell you, or it is clear from the circumstances, that we will not fix it within a reasonable time or without significant inconvenience to you.

If you end the contract, we refund you in proportion: the price for the time the service did not match the contract, and any prepaid time after the end date. We refund you without undue delay and within 14 days of receiving your decision, to the same payment method, without any fee.

When the contract ends, you can ask us to give you back the content you created or uploaded, such as your world and server files. We provide it free of charge, within a reasonable time and in a commonly used, machine-readable format. It is best to ask before your service ends. If you end the contract because the service does not match the contract, we keep your server files for 30 days after the end date so that you can still ask for them.

Service problems for all customers

Whether you are a consumer or a business customer:

• if your server is never set up, or is set up but has never been able to run because of a fault on our side, you get a full refund of what you paid for that service;
• if a server that was running later becomes unavailable because of a fault on our side, you can ask for a proportionate price reduction for that time.

Contact us to use these rights. See Refunds and cancellation for details.

Liability

Nothing in these terms limits or excludes our liability for harm we cause intentionally or through gross negligence, for death or personal injury, or in any other case where the law does not allow it.

Consumers

If you are a consumer, we are liable to you as provided by law.

Business customers

If you are a business customer, these limits apply, except in the cases listed at the start of this section:

• our total liability is limited to the fees you paid us in the 12 months before the event that caused the loss; and
• we are not liable for indirect or consequential loss, or for loss of profits.

Creator program

This section applies only if we have invited you to our creator program and you have accepted. It adds to the rest of these terms, which continue to apply to your ClanNode account. You can take part as a consumer or as a business.

Your code and your referrals

• We give you a personal code. A new customer who enters it at checkout gets the discount we tell you about when we set up the code. At the moment this is 20% off the first payment for their server.
• An order is your referral only if a new customer enters your code at checkout. We do not use referral links or cookies to track referrals, so an order placed without your code does not count, even if the customer found us through you.
• Orders placed from your own account, or from an account you control or share with someone else, never count as your referrals.
• You can see your code, your referrals, your commission and your payouts in the client area, on the affiliates page.

Commission

• You earn 20% of every payment a referred customer makes for the referred server, including renewals, for as long as that server remains active. We calculate commission on the amount actually paid, without VAT or other taxes.
• No commission is due for a free trial that ends without payment, or for a payment that is refunded, reversed or charged back.
• Commission becomes available 30 days after the payment it comes from. If that payment is refunded, reversed or charged back later, we deduct the commission on it from your balance.

Payouts

• You can request a payout in the client area once your available balance reaches 25 EUR. We pay within 30 days of your request, by bank transfer to an account in your name. If you ask, we add the amount to your ClanNode account as credit instead.
• Before the first payout, we ask for the details we need to pay you and to keep correct accounting records, such as your full name or company name, your address, your bank account and, if you are a business, your tax identification number.
• If you receive commission as a business, you send us an invoice for each payout. You are responsible for declaring your commission and paying any tax due on it where you live.

Rules for promoting ClanNode

• Whenever you share your code, say clearly that you earn from referrals, for example by labelling the content as an advertisement, and use the disclosure tools of the platform you publish on.
• Describe ClanNode accurately. Use only the prices, features and offers shown on our website, and do not promise anything we do not offer.
• Do not send unsolicited messages, and do not post your code where the rules of a website or community forbid it, or on coupon or discount code websites.
• Do not buy search engine or social media advertising for the ClanNode name, and do not register domain names or accounts that contain it.
• Do not offer customers money or anything else in return for using your code, and do not present yourself as ClanNode or as speaking for us.

Changes and ending your participation

We may change the commission, the discount or these program rules. We tell you by email at least 30 days before a change takes effect, and commission you earned before then is not affected.

You can leave the program at any time by telling us. We can end your participation with 30 days' notice. If you break the rules in this section, we can end it immediately and cancel the commission earned through the breach. When your participation ends, we deactivate your code and pay out the remaining commission you earned before the end, even if it is below the payout minimum.

For questions about the program, use our contact page.

Changes to the service and these terms

Changes to the service

We may change the service only for one of these reasons: to keep it secure, to comply with the law or an order from an authority or court, to follow changes in games or publisher software, to replace hardware or software that is outdated or faulty, or to improve the service. Changes come at no extra cost to you, and we tell you about them clearly.

If a change affects your access to or use of the service negatively, and more than only slightly, we tell you clearly and in advance, by email and in the client area, what the change is, when it takes effect and, if you are a consumer, that you can end the contract. If you are a consumer, you can then end the contract free of charge within 30 days of our notice or of the change, whichever is later, and we refund the prepaid time after the end date. This does not apply if we let you keep the unchanged service at no extra cost.

Changes to these terms

We may change these terms only for one of these reasons: a change in the law or in a decision of an authority or court, a change in our services or in how we provide them, or to make the terms clearer. We tell you at least 30 days before the change takes effect, by email and in the client area. Our notice explains what changes, when it takes effect, and that you can cancel your service before then if you do not agree. If you do not cancel, the new terms apply from that date.

Changes to these terms never make things worse for you during a period you have already paid for. For that period, the previous terms continue to apply, unless the law requires the change.

Complaints

If you have a complaint, please contact us first at support@clannode.com. You can also open a support ticket. Tell us your name, your service number and what went wrong. We reply within 14 days.

If you are a consumer and we cannot resolve your complaint, we tell you so by email and give you the details of the alternative dispute resolution service (SAL) of the Romanian National Authority for Consumer Protection (ANPC) at reclamatiisal.anpc.ro, where you can submit a complaint. You can also go to court (see Governing law and courts).

You can also find these details on our contact page.

Governing law and courts

These terms and any contract between you and us are governed by Romanian law. If you are a consumer, this does not take away the protection that the mandatory rules of the law of the country where you normally live give you.

If you are a consumer, you can bring a claim against us in the courts of the country where you live or in the Romanian courts. We will bring any claim against you only in the courts of the country where you live.

If you are a business customer, the competent courts in Bucharest, Romania, have jurisdiction.

Language versions

These terms are available in English, Romanian, German, French and Spanish. If the language versions differ, the English version prevails, unless the law that protects you as a consumer requires otherwise.

The date these terms were last updated is shown on this page. If you want a previous version, contact us and we will send it to you.