Using our services
These Terms of Service apply to Minecraft server hosting purchased from XERA Hosting (“XERA”, “we”, “us”, or “our”). By ordering or using a service, you agree to these terms, including the acceptable use rules, refund policy, and Service Level Agreement (SLA) below.
Your order sets out your plan, price, billing cycle, and included resources. You must be legally able to enter into this agreement, or have a parent or legal guardian enter into it on your behalf. If you order for an organisation, you must have authority to bind it.
Accounts & security
Provide accurate account and billing information, keep your contact details current, and protect your login credentials. You are responsible for your server configuration, installed software, and activity by anyone you authorise to access your service.
Tell us promptly if you suspect unauthorised access. Do not access another customer's service, bypass security controls, or attempt to obtain access to systems you do not own or have permission to use.
Orders, provisioning & billing
Order provisioning
Some orders require manual provisioning due to available IP address space or server resource capacity, including CPU, RAM, and storage. Manual provisioning may take up to 24 hours after successful payment. Your service may not be available immediately after purchase.
If your service has not been provisioned within 24 hours, please open a support ticket through the billing portal for an update.
Billing & cancellation
Fees, currency, billing periods, and any applicable taxes are shown at checkout or on your invoice. Recurring services renew according to the billing arrangement you accept when ordering. Pay invoices by their due date to avoid interruption.
You can request cancellation through the billing portal. Cancellation stops future renewals once confirmed; it does not itself create a refund. If you want a refund, submit a refund request within the window in section 6. An unpaid service may be suspended and later terminated. Export your data before cancellation or termination.
Any change to recurring pricing will be communicated before the affected renewal so you can cancel before the new price applies.
Acceptable use & network protection
Use our services lawfully and in a way that protects our infrastructure and other customers. You must not:
- Launch, facilitate, or participate in DDoS attacks, flooding, amplification attacks, port scanning without authorisation, or other network abuse.
- Distribute malware, operate botnets, send spam, host phishing pages, steal credentials, or attempt to exploit vulnerabilities.
- Bypass resource limits, evade suspensions, interfere with monitoring, or deliberately disrupt another customer's service.
- Host or share illegal content, infringe intellectual property rights, or use your server for fraud, threats, or unlawful harassment.
- Run cryptocurrency miners, public proxies, unrelated computing workloads, or other non-Minecraft services without our prior written approval.
You must follow applicable Minecraft and Mojang/Microsoft licence and usage requirements. Minecraft hosting does not grant ownership of Minecraft or any third-party software. XERA Hosting is not affiliated with or endorsed by Mojang or Microsoft.
CPU, RAM, storage & fair use
Your plan's published limits apply to CPU, RAM, storage, network traffic, and other allocated resources. Shared CPU cores provide access to shared processing capacity; they are not dedicated physical cores unless your order expressly says so.
- CPU: Do not deliberately monopolise shared CPU or run workloads that repeatedly degrade the host or other servers. Optimise demanding plugins, mods, entity counts, world generation, and automated tasks when we identify a problem.
- RAM: Stay within your purchased allocation. Using your allocated RAM for normal Minecraft operation is permitted. Do not bypass memory limits or configure processes to consume memory outside your allocation.
- Storage & disk activity: Keep within your storage allowance and use it for your Minecraft service and related files. Do not use the service as general file storage or cause excessive disk activity that disrupts other customers.
- Network: Do not saturate shared links, generate abusive traffic, or use the service for traffic attacks. Any published bandwidth limits also apply.
If usage causes a measurable stability or performance issue, we may ask you to adjust settings, remove problematic software, or upgrade your plan. We may temporarily limit resources, stop a process, or suspend an affected service when needed to protect the platform. Where practical, we will explain the issue and give you a chance to correct it. Immediate action may be necessary during an active attack or serious disruption.
7-day refund policy
Requests received after the seven-day window are not eligible for a refund under this policy.
You may request a full refund of your hosting service purchase within seven consecutive days (168 hours) of the successful payment timestamp. Submit a support ticket through the billing portal from the account that made the purchase, identifying the service and invoice you want refunded.
The time you submit the request determines eligibility; our response time does not affect a request submitted within the window. An approved refund ends the refunded service and is returned to the original payment method where supported. Payment-provider processing times may vary.
After the seven-day window, we do not provide refunds for unused time, early cancellation, or partial billing periods under this policy. This does not prevent an SLA account credit under section 7 or limit any refund, cancellation, or other rights required by applicable law.
Service Level Agreement
We aim to keep our hosting infrastructure available and to restore service as soon as reasonably practicable following an interruption. This SLA applies to paid Minecraft hosting services with accounts in good standing. It does not promise uninterrupted service or a particular monthly uptime percentage.
Outages longer than 24 hours
The credit amount depends on the duration, severity, and impact of the incident, together with the price of the affected service.
A qualifying outage is an interruption in XERA-provided hosting infrastructure or network connectivity that prevents players from connecting to an otherwise correctly configured server. An outage affecting your server still qualifies even if other XERA services remain available.
Downtime runs from the start of the interruption, as established by our monitoring and reasonably verifiable customer evidence, until connectivity is restored. The threshold is longer than 24 continuous hours; separate interruptions are not added together.
How to receive credit
Open a support ticket in the billing portal with your service ID, approximate outage times, and any relevant evidence. We will review the incident, explain our assessment, and offer an account credit for a qualifying outage. The amount is assessed case by case; this SLA does not set a fixed percentage or credit schedule.
Credits apply to future XERA Hosting invoices and cannot be withdrawn as cash or transferred to another account. SLA credits are separate from the seven-day refund policy, so a qualifying outage may receive credit even after that refund window has closed.
What is excluded
This SLA excludes downtime caused by customer actions, incorrect configuration, plugins or mods, exceeding plan limits, unpaid invoices, an acceptable-use suspension, or a customer's or player's own internet connection. Maintenance announced in advance and events outside our reasonable control, such as widespread upstream failures or attacks that overwhelm available protection, are also excluded. A fault in our own hardware or hosting network is not excluded simply because a supplier is involved.
We will communicate significant known interruptions through our available support channels. No guaranteed support response or restoration time is included unless separately agreed in writing. Nothing in this SLA limits remedies required by applicable law.
Backups, data & support
You retain your rights to your server content and grant us permission to store and process it as needed to provide the service. You must have permission to use the worlds, mods, plugins, and other content you upload.
Keep independent backups of your worlds, configurations, and other important files. Unless your plan expressly includes a backup service, do not assume backups are provided. Included backups can fail and do not replace your own copies. Restoration is subject to the availability of a usable backup.
Support covers the hosting service and infrastructure. Assistance with custom mods, plugins, third-party software, or server optimisation is provided where reasonably possible and is not a guarantee that every configuration will work. After termination, server files may be deleted and recovery is not guaranteed.
Suspension & termination
We may restrict, suspend, or terminate a service for non-payment, serious or repeated breaches of these terms, unlawful activity, or a material security risk. Where practical, we will give notice and an opportunity to resolve the issue. We may act immediately where needed to stop harm or comply with law.
Suspension or termination does not cancel amounts already owed. Refund requests remain subject to section 6 and applicable law. If we permanently discontinue a prepaid service for business reasons unrelated to your breach, we will refund the unused prepaid portion.
Service limitations & liability
Hosting depends on hardware, networks, software, and third-party systems that may fail. Performance varies with player activity, world size, plugins, mods, and server settings. DDoS protection reduces risk but cannot prevent every attack.
To the extent permitted by applicable law, we exclude liability for indirect or consequential losses, including lost revenue, lost profits, or loss of anticipated savings. Our total liability arising from an affected service is limited to the fees paid for that service during the three months immediately before the event giving rise to the claim.
These limitations do not exclude liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, or gross negligence where applicable, and do not remove mandatory consumer rights.
Changes, applicable law & contact
We may update these terms as our services develop. We will publish the revised version and its effective date, and give advance notice of material changes to existing customers. Material changes apply from the date stated in that notice; you may cancel before they take effect. Changes do not retrospectively remove rights arising from an earlier purchase or incident.
These terms are governed by the laws of Alberta and the applicable federal laws of Canada, subject to any mandatory laws or consumer protections that apply where you live. If a provision cannot be enforced, the remaining provisions continue to apply.
For billing questions, refund requests, abuse reports, or SLA claims, open a support ticket through XERA Billing. Include the relevant service ID and invoice or incident details. Do not include passwords or payment-card details.