Terms of Service (ToS)

4. Service Availability

ProRedLine targets high availability (including a 99.9% uptime target). This is a best-effort target and not a guarantee or SLA, unless separately agreed in writing.

• Scheduled maintenance will be communicated in advance via the Status page.
• Downtime caused by maintenance, attacks, hacks, third-party failures, or force majeure is not the responsibility of ProRedLine.
• No service credits are provided unless separately agreed in a signed SLA.
• Services are exclusively available to customers located within the European Union (EU). By using our services, you confirm you are based in an EU member state.

5. Customer Responsibilities

Customers must:

• ensure compliance with laws and third-party terms,
• avoid misuse of resources or illegal activities,
• secure their account credentials and keep software updated.
• Reselling / subletting: Customers may not resell, sublet, or provide ProRedLine Services (or parts of Services) to third parties as a commercial hosting service, unless ProRedLine explicitly agrees in writing.

Liability Disclaimer: ProRedLine is not responsible for content, misuse, or data entered by the customer, nor for third-party accounts or credentials (e.g. social logins) used within servers.

6. Payments and Subscriptions

6a. General

• All Services are provided on a prepaid subscription basis unless explicitly stated otherwise.
• Subscription durations are specified during checkout and may vary depending on the selected Service.
• Customers may pay using the payment methods offered during checkout. Where supported, Customers may store a payment method for future payments and renewals.
• All subscriptions, invoices, payment methods and renewal actions must be managed through the ProRedLine Billing Portal at:
  • https://account.proredline.com

6b. Renewals

• All Subscription renewals are prepaid.
• ProRedLine will normally create a renewal order and issue the corresponding final Renewal Invoice approximately ten (10) days before the Due Date.
• The Renewal Invoice relates to the next prepaid service period and will state the applicable billing/service period and Due Date.
• The Renewal Invoice is a final accounting and VAT document. It is not a pro forma invoice.
• Where an eligible saved payment method is available, ProRedLine may make automatic payment attempts before the Due Date. ProRedLine currently intends to make an initial automatic payment attempt approximately one hour after creation of the renewal order and may make a further automatic payment attempt while the Renewal Invoice remains unpaid.
• Automatic payment is provided solely as a convenience and is not guaranteed.
• The Customer may manually pay an unpaid Renewal Invoice at any time before the Due Date using an available payment method.
• Regardless of whether automatic payment is available or attempted, the Customer remains solely responsible for ensuring that the full renewal amount is received before the Due Date.
• Successful payment does not create a new invoice. The payment is administratively linked to the existing Renewal Invoice. The original invoice number, invoice date, billing period, customer details, VAT treatment and amounts remain unchanged.

6c. Renewal and Payment Notifications

ProRedLine may send renewal invoices, automatic payment notifications, failed-payment notifications and payment reminders before the Due Date.

The exact timing and number of reminders may vary.

Failure to receive a renewal invoice, payment reminder or other notification due to spam filtering, an incorrect or outdated email address, mailbox problems, delivery failures or any other circumstance does not release the Customer from the responsibility to maintain accurate account information and ensure payment is received before the Due Date.

Customers can review their orders, invoices and Subscriptions through the Billing Portal.

6d. Non-Payment on the Due Date

There is no grace period for unpaid Subscription renewals.

If full payment has not been received when the Due Date is reached:

• the renewal order may be cancelled immediately;
• the Subscription will not continue into the next service period;
• the related Service may end immediately;
• there is no automatic reactivation period;
• ProRedLine will no longer require payment of the cancelled renewal;
• the Customer must place a new order if they wish to obtain the Service again.

Where a final Renewal Invoice has already been issued for the cancelled renewal, the original invoice will remain part of ProRedLine’s accounting records.

ProRedLine will issue a full Credit Note correcting the cancelled Renewal Invoice. The Credit Note will identify the original invoice and fully reverse the invoiced amount and applicable VAT treatment.

After the full Credit Note has been issued, the net amount due for that cancelled renewal is zero.

The Customer is responsible for ensuring that any required files, email, databases, DNS information, configurations or other Customer Content have been backed up before the Due Date. ProRedLine is not responsible for loss of access or Customer Content resulting from non-payment, except where mandatory law provides otherwise.

Data may remain temporarily in technical backup rotations after cancellation, but this does not create a right to restoration or continued Service.

6e. No Debt Collection for Cancelled Prepaid Renewals

Because Subscription renewals are prepaid, ProRedLine does not normally pursue an unpaid renewal after it has been cancelled for non-payment.

Once the renewal has been cancelled and any issued Renewal Invoice has been fully credited, the Customer no longer owes the renewal amount.

This does not limit ProRedLine’s right to recover other amounts that have already become properly due or to pursue remedies in cases involving fraud, abuse, chargebacks, false information, unlawful conduct or other serious violations.

6f. Customer Responsibility for Payment

The Customer is responsible for ensuring that renewal payment is received before the Due Date.

Failure or unavailability of an automatic payment attempt does not extend the Due Date and does not create a grace period.

The Customer is responsible for monitoring the Billing Portal and maintaining an accurate and accessible billing email address.

ProRedLine is not liable for cancellation, loss of access or interruption resulting from failure to pay before the Due Date, except where mandatory law provides otherwise.

6g. Payment Methods and Chargebacks

• Accepted payment methods are displayed during checkout and may include credit card, iDEAL, Klarna and other payment methods made available by ProRedLine.
• Customers must first contact ProRedLine Support and allow a reasonable opportunity to resolve any billing issue before initiating a chargeback or payment dispute.
• Where a chargeback or payment dispute is initiated, ProRedLine may temporarily suspend the related Services while investigating and responding to the dispute.
• Payment providers may impose dispute, chargeback or handling fees. Where legally permitted, reasonable costs arising from an unsuccessful, unjustified or fraudulent payment dispute may be charged to the Customer.

6h. Plan Changes

• Customers may request an upgrade or downgrade of an existing Subscription through the official ProRedLine support system.
• A request must include the desired plan, preferred billing period and any other information reasonably requested by ProRedLine.
• Plan changes are processed manually and remain subject to technical feasibility, availability, payment and approval by ProRedLine.

6h.1. General Conditions for Plan Changes

• Plan changes are available only through the official support system.
• Customers may not shorten an existing billing period. A change to a longer billing period may be permitted.
• Unless ProRedLine explicitly offers an immediate or prorated upgrade, a plan change will take effect at the end of the current paid billing period.
• The new plan must be paid in advance before the change takes effect.
• If the Customer does not pay for the approved plan change before the applicable deadline, the change will not be completed and the existing Subscription will continue unchanged, provided that the existing Subscription is renewed separately where required.
• Where the new plan has been paid, the previous plan will end when the new plan becomes active.

6h.2. Upgrades

ProRedLine may offer a prorated upgrade in individual cases at its sole discretion. Proration is not a contractual right and may be offered voluntarily based on factors such as the remaining billing period, account history, technical feasibility or Customer loyalty.

An upgrade becomes active only after the required payment has been received and the change has been completed by ProRedLine.

6h.3. Downgrades

Downgrades take effect at the end of the current paid billing period unless otherwise agreed in writing. No refund, credit or prorated reimbursement is provided for a downgrade.

Before requesting a downgrade, the Customer must ensure that all data, files, mailboxes, databases, configurations and resource usage fit within the limitations of the new plan.

ProRedLine is not responsible for data loss, reduced functionality, service interruption or performance problems caused by the Customer exceeding the limits of the downgraded plan.

6h.4. Payment and Activation of Plan Changes

• A plan change that is not immediately prorated may be paid before the end of the current billing period. In that case, payment reserves the new plan for the following period, but the plan will not normally become active until the existing paid period has ended.
• Once a replacement plan has been approved and paid, the Customer should not separately renew the old plan unless instructed to do so by ProRedLine.
• The applicable price and intended activation date will be communicated through the support request, payment page or Billing Portal before the Customer completes payment.

6h.5. Frequency and Limitations

• A Customer may normally request one (1) plan change per billing period unless ProRedLine approves otherwise.
• ProRedLine may reject or postpone a plan change request where the request is incomplete, unpaid, technically unavailable, inconsistent with applicable account or Service restrictions, or likely to create operational or security risks.

6h.6. Plan Change Disclaimer

Any immediate or prorated upgrade offered by ProRedLine is voluntary and does not create a continuing right to prorated plan changes for that Customer or any other Customer.

All plan changes remain subject to verification, manual approval, technical feasibility, advance payment and compliance with these Terms and other applicable ProRedLine policies.

6i. Domain Fees

Certain subscriptions may include a separate One-time Domain Fee covering domain registration, transfer, handling or related registrar costs.

Domain registration, transfer, renewal and related third-party fees are generally non-refundable once processing has started or ProRedLine has incurred the applicable costs.

6j. Domain Transfers and EPP/Auth Codes

Requesting a Transfer Code:

• Domain transfer codes, including EPP or Auth codes, must be requested through the official ProRedLine support system at:
  • https://support.proredline.com
• For security reasons, ProRedLine will verify a transfer request using the billing email address, Customer account and any additional verification information reasonably required.
• A transfer code will be provided only after successful verification.

Timing and Service Access:

• ProRedLine will normally provide the transfer code after the relevant domain-related Subscription has been cancelled or the associated Service has ended.
• Where a Customer requests a transfer code before the end of the Subscription, ProRedLine may provide the code earlier. However, hosting access, domain management access and related Service functionality may end or change immediately where reasonably necessary for technical, security or transfer-related reasons.
• The Customer should therefore ensure that all necessary backups, DNS information, email data and other Customer Content have been secured before requesting or initiating a domain transfer.

Customer Responsibility for Transfer Codes:

• The Customer is responsible for securely storing the transfer code after it has been sent to the verified billing email address or otherwise delivered through a secure support channel.
• ProRedLine is not responsible for compromise of the Customer’s mailbox or account, unauthorised access to the transfer code, or loss of the code after verified delivery, except where caused by ProRedLine’s own failure to apply reasonable security measures.

6k. Annual Domain Registration and Expiry

• Domain names are generally registered and renewed for annual periods through third-party registries and registrars.
• Ending a hosting or domain-related Subscription does not automatically transfer the domain to another provider. The Customer is responsible for requesting the transfer code and completing the transfer before the applicable domain registration expires.
• Where a domain is not transferred or renewed in time, ProRedLine may allow it to expire. After expiry, the domain may enter a redemption or deletion process, may incur additional recovery charges, or may eventually become available for registration by another party.
• ProRedLine does not guarantee that an expired domain can be recovered.

6l. Customer Billing Details, VAT and Subscription Tax Profiles

Customers are responsible for providing complete, accurate and current billing information, including their name, company details, billing address, billing country and VAT identification number where applicable.

Business Customers requesting EU VAT reverse-charge treatment must provide a VAT identification number that is valid for the relevant transaction and customer location.

ProRedLine may validate VAT identification numbers using VIES or another appropriate validation mechanism.

VAT information may be validated during checkout and may be revalidated when VAT-relevant customer information is added, changed or removed.

VAT-relevant changes may include, among other things:

• adding a VAT identification number;
• replacing an existing VAT identification number;
• removing a VAT identification number;
• changing the billing country;
• changing relevant company, name or address information.

Where VAT-relevant information is changed, ProRedLine may automatically reassess the Customer’s tax profile and update applicable active Subscriptions for future renewals.

This may result in changes including:

• Consumer (B2C) to Business Customer (B2B) treatment;
• Business Customer (B2B) to Consumer (B2C) treatment;
• activation or removal of EU VAT reverse-charge treatment;
• use of a different EU consumer VAT rate under the One Stop Shop (OSS);
• domestic VAT treatment where applicable.

Where a VAT identification number is required for reverse-charge treatment but validation returns an invalid result, VAT will be charged according to the applicable tax rules.

A temporary VIES technical error, timeout, busy response or service unavailability is not treated as confirmation that the VAT identification number is invalid. ProRedLine may postpone the relevant tax-profile update or renewal processing until validation can be completed safely.

ProRedLine may notify the Customer by email when a VAT or billing-data change results in a change or confirmation of the tax treatment applied to future Subscription renewals.

Changes to the Customer’s current billing or VAT profile apply to future transactions and future renewals that have not yet been invoiced.

Once a Renewal Invoice has been issued, the billing details, VAT information, VAT treatment, tax amounts and other fiscal information of that invoiced renewal form a fixed accounting snapshot.

Later changes to the Customer’s account, billing address, billing country, company information or VAT identification number do not retroactively alter an already issued invoice or the renewal to which that invoice relates.

If an invoice was incorrect at the time it was issued, ProRedLine may correct it using an appropriate accounting correction or Credit Note.

The Customer remains responsible for notifying ProRedLine and updating their account when their business, billing, VAT or residency information changes.

6m. Price Changes and Price Lock

• ProRedLine may change prices for new purchases, new Subscriptions, add-ons and additional Services at any time.
• The recurring base price of an existing Subscription remains locked for as long as the same Subscription continues without cancellation and is renewed as an extension of that Subscription.
• If a Subscription is cancelled, permanently deleted or later reordered, the then-current price applies.
• The price lock does not prevent changes resulting from taxes, legally required charges, domain registry or registrar fees, payment provider charges, or other mandatory third-party costs outside ProRedLine’s reasonable control.
• The price lock applies to the underlying recurring service price and does not guarantee an unchanged gross amount. The total amount payable may change where the applicable VAT rate or VAT treatment changes as a result of the Customer’s country, Consumer/Business status, VAT identification number or applicable tax law.

7. Cancellation and Refunds

• Consumers (EU/NL) – 14-day satisfaction guarantee: Consumers may request a refund within 14 days after the initial purchase, even if the Service has been used, except for any non-refundable domain-related costs and fees (see below). This satisfaction guarantee is a voluntary policy by ProRedLine and does not limit any mandatory rights that cannot be excluded under applicable law.
• Business Customers: Business purchases have no statutory withdrawal right. Refunds are not available after provisioning, unless ProRedLine explicitly agrees in writing.
• Renewals: Renewals are separate prepaid service periods. Once a renewal has been successfully paid, the renewal payment is normally non-refundable unless ProRedLine explicitly agrees otherwise or mandatory law requires a refund. If an issued Renewal Invoice remains unpaid when the Due Date is reached, the renewal is cancelled instead of becoming an overdue debt. The Subscription does not continue into the next service period, the original Renewal Invoice remains in the accounting records, and ProRedLine issues a full Credit Note so that the cancelled renewal has a net amount due of zero.
• Non-refundable domain-related costs / One-time Domain Fee: Domain registrations, transfers, renewals, third-party domain costs, and any applicable One-time Domain Fee are non-refundable once domain processing has started or costs have been incurred.
• Refunds are governed by our Refund Policy.

8. Support

• Support is primarily provided through the ProRedLine ticket system.
• Where ProRedLine offers additional support channels (such as telephone support), these are provided solely at ProRedLine’s discretion and do not constitute a guaranteed support channel unless explicitly stated.
• We aim to respond to support requests within 48 hours. This is a target only and does not constitute a Service Level Agreement (SLA).

9. Liability

ProRedLine provides Services on a best-effort basis. We aim for high availability, but uninterrupted Service is not guaranteed.

ProRedLine is not liable for:

• downtime or service degradation beyond our reasonable control, including scheduled maintenance, emergency maintenance, attacks, hacks, third-party networks, registry/registrar systems, upstream outages, or force majeure,
• misuse, misconfiguration, or data loss caused by the Customer or the Customer’s users,
• illegal content or unlawful activities performed by the Customer via the Services,
• email deliverability issues caused by spam filters, blocklists, remote mail server policies, or the Customer’s sending practices,
• delayed email delivery during incidents/maintenance or upstream disruption; emails may be queued and delivered later (for example up to 72 hours). After extended delays, remote systems may reject/bounce messages. ProRedLine does not guarantee delivery times.

ProRedLine is not liable for indirect or consequential damages, including (but not limited to) loss of profit, loss of revenue, loss of business opportunity, reputational damage, or damage to third parties.

Liability Cap
To the maximum extent permitted by law, ProRedLine’s total liability is limited to the amount paid by the Customer for the affected Service in the last 12 months, unless prohibited by law.

Legal Carve-Out
Nothing in these Terms limits or excludes liability that cannot legally be limited or excluded, including liability for intent or willful misconduct where applicable. Mandatory Consumer rights remain unaffected. For Consumers, nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, or for intent or gross negligence, to the extent such limitation is not permitted under applicable law.

10. Dispute Resolution

• All disputes are governed by Dutch law.
• Consumers retain their mandatory EU rights, including the right to bring proceedings in the courts of their own EU member state. Nothing in these Terms prevents Consumers from participating in collective or representative actions where permitted by law.
• For Business Customers, disputes must be resolved on an individual basis. Business Customers waive the right to bring or participate in any form of class action, joint action, or collective proceedings against ProRedLine.
• Jurisdiction lies with the competent courts in the Netherlands, without prejudice to mandatory consumer forum rights.

12. Copyright and Intellectual Property

All content, logos, text, and software provided by ProRedLine are protected by copyright. Customers may not copy or distribute without written permission.

13. User-Generated Content

Customers are fully responsible for content hosted on their servers. ProRedLine may remove content if it infringes on third-party rights or laws.

14. Taxes and VAT

• ProRedLine applies VAT according to applicable Dutch and European Union VAT rules.
• Customers in the Netherlands are charged Dutch VAT where applicable.
• EU Consumers are charged VAT according to the applicable place-of-supply rules. Where applicable, ProRedLine reports and pays such VAT through the EU One Stop Shop (OSS).
• Eligible EU Business Customers established outside the Netherlands may receive reverse-charge treatment where the required conditions are satisfied and a valid VAT identification number is provided and successfully validated where applicable.
• A valid VAT identification number does not automatically result in reverse charge. Domestic transactions and other situations where reverse charge does not legally apply remain subject to the applicable VAT treatment.
• Customers are responsible for providing complete, accurate and current billing, company and VAT information.
• VAT identification numbers may be validated through VIES during checkout or when relevant customer data changes.
• Where a Customer adds, modifies or removes a VAT identification number, or changes VAT-relevant billing information, ProRedLine may automatically reassess the tax treatment of applicable active Subscriptions for future renewals.
• Removing a VAT identification number may result in the Customer being treated as a Consumer for future transactions and renewals.
• Adding and successfully validating an eligible EU Business VAT identification number may result in reverse-charge treatment for future transactions and renewals.
• A change in billing country may result in a different VAT rate for Consumer transactions under OSS.
• Where VIES returns a technical error, busy status or temporary unavailability, ProRedLine may postpone the relevant VAT-status change or renewal until validation can safely be completed.
• VAT and billing changes are prospective. Once a Renewal Invoice has been issued, that invoice and renewal retain the customer, address, VAT and tax information applicable when the invoice was issued.
• Any subsequent account changes apply only to future transactions and future renewals that have not yet been invoiced.

15. Acceptance of Policies

You agree to these Terms of Service by purchasing and/or using our services. By agreeing to these Terms of Service, you also agree to ProRedLine’s Privacy Policy, Cookie Policy, Refund Policy, Acceptable Use Policy, and Contact & Support Policy. It is your responsibility to review these policies, which are available on our website here.

16. Acceptable Use Policy (AUP)

By using ProRedLine’s services, customers agree to comply with our Acceptable Use Policy (AUP). This policy governs the permissible and prohibited activities on the rented servers

Official ProRedLine Domains and Impersonation

ProRedLine’s official domains are:

• proredline.com
• proredline.nl
• proredline.eu
• proredline.net
• proredline.online
• proredline.dev (development environment; not intended as a public service)

Any other domain is not an official ProRedLine domain. Impersonating ProRedLine (including by using confusingly similar domains, branding, emails, or communication channels) is strictly prohibited and may result in immediate suspension and termination.

17. Sub-Processors and Third-Party Services

ProRedLine uses carefully selected third-party providers where necessary to deliver its Services.

Current subprocessors and infrastructure providers may include:

• Contabo GmbH – hosting infrastructure and related data centre services.
• OpenProvider B.V. – domain registration and registrar services.
• WooPayments, Stripe and Klarna – payment processing.
• CheapConnect B.V. – telephony services where applicable.

In addition, ProRedLine operates various self-hosted software solutions, including cPanel & WHM, FreePBX, Uptime Kuma and internally developed software.

A complete and up-to-date overview of subprocessors is maintained in the Data Processing Agreement (DPA) and Privacy Policy.

ProRedLine may update its subprocessors from time to time where necessary for operational, security or legal reasons.

19. Customer Responsibility

Customers are fully responsible for the content and software they install and run on their servers. This includes ensuring that any uploaded files are free of malware, viruses, or any other harmful code that could damage ProRedLine’s servers, network, or services.

20. Termination

ProRedLine reserves the right to suspend or terminate Services in accordance with these Terms, the Acceptable Use Policy, and applicable law, including in cases of serious or repeated violations, fraud, chargebacks, security risks, or legal/compliance requirements.

Because Services are prepaid, termination generally ends access for the remaining prepaid period without refund, unless mandatory law requires otherwise.

22. Security and Data Protection

• ProRedLine takes the security of its systems and customer data seriously and implements appropriate technical and organizational measures to protect against unauthorized access, loss, or destruction of data. However, no method of data transmission over the internet or electronic storage is 100% secure, and ProRedLine cannot guarantee absolute security.
• In the event of a security breach, including but not limited to unauthorized access, hacking, or data leakage, ProRedLine will take immediate action to address the issue, notify affected customers if necessary, and work to mitigate any potential damage.
• ProRedLine will comply with applicable laws and regulations, including the General Data Protection Regulation (GDPR).
• If a personal data breach occurs, ProRedLine will assess the risk and comply with GDPR notification obligations. Where ProRedLine acts as Controller, the supervisory authority will be notified without undue delay and, where feasible, within 72 hours after becoming aware. Where the breach is likely to result in a high risk to individuals, affected individuals will be informed without undue delay.
• ProRedLine is not liable for any damages, loss of data, or other consequences arising from security breaches, including data leaks or hacking incidents, unless such breaches are due to ProRedLine’s failure to implement reasonable security measures, as required under applicable data protection laws.
• Customers are responsible for ensuring the security of their own accounts and passwords. ProRedLine is not liable for any unauthorized access to a customer’s server or account resulting from the customer’s own failure to secure their login credentials.
• In the case of a data breach or leak, ProRedLine will notify customers in accordance with applicable laws and regulations.

Access for Security, Troubleshooting, and Service Improvement
ProRedLine may access non-sensitive service information strictly on a need-to-know basis to maintain service integrity, investigate abuse, troubleshoot incidents, improve performance, and ensure security. We do not access Customer content for marketing purposes and do not share such information outside our listed subprocessors, unless legally required.

Backups
ProRedLine maintains platform backups (including daily, weekly, and monthly retention schedules) to support disaster recovery. Backups are provided on a best-effort basis and are not a guaranteed data protection method. The Customer remains responsible for maintaining their own external/offsite backups.

23. Data and Server Files

All files and data stored on servers remain the responsibility of the customer. ProRedLine does not guarantee the retention of server files after the removal of a server. Upon termination or deletion of a server, all files are permanently deleted and cannot be restored, unless explicitly stated otherwise.

24. Force Majeure

• ProRedLine shall not be held liable for any failure or delay in the performance of its services if such failure or delay is caused by events beyond its reasonable control, including but not limited to natural disasters, war, terrorism, pandemics, government action, strikes, lockouts, labor disputes, shortage of supply, power failure, fire, or other unforeseeable circumstances (referred to as “Force Majeure”).
• In the event of a Force Majeure, ProRedLine will take all reasonable steps to resume service as soon as possible, but will not be responsible for any failure or delay during such an event. Customers will be notified of any significant disruption caused by a Force Majeure event.

25. Content Removal Policy

ProRedLine respects intellectual property rights and has a policy of removing content that violates applicable laws or the rights of others.

ProRedLine reserves the right to remove any content hosted on its servers if it reasonably believes that the content violates:

• Copyright or other intellectual property rights;
• Any applicable laws or regulations;
• The terms and conditions of any third-party services used on the servers;
• The ProRedLine Acceptable Use Policy (AUP) or other policies.

Customers are responsible for ensuring that all content uploaded or created on their servers complies with relevant laws and does not infringe the rights of third parties. If ProRedLine is notified of any illegal or infringing content, we may take down or disable access to the content in question while investigating the matter.

If content is removed due to a violation, the customer may be notified and given a chance to resolve the issue, depending on the severity of the violation. Repeat violations may result in the termination of the customer’s service, as outlined in the Violation of Terms of Service section.