Terms of Service

These terms are the agreement between you and Matrix Streamline for the use of our cloud server (VPS) hosting service at my.matrixstreamline.com. They cover your account, the servers you order, billing, the client area and the API. Please read them before you sign up or place an order.

About these terms

In these terms, "we", "us" and "our" mean Matrix Streamline. "You" means the person or business that holds the account.

By creating an account, placing an order or using our API, you agree to these terms. If you accept them on behalf of a company or other organisation, you confirm that you are authorised to bind it, and "you" then means that organisation. If you don't agree, please don't use the service.

These policies form part of these terms:

• the Acceptable Use Policy, which sets out what you may and may not do with our servers;
• the Refund & Cancellation Policy, which explains when money is refunded and how to cancel;
• the Shipping & Delivery Policy, which explains how and when servers are delivered; and
• the Privacy Policy, which explains how we handle your personal data.

Where these terms summarise one of those subjects, the policy has the full detail, and it applies if the two read differently.

Changes to these terms

We may update these terms, for example when we add a feature, change how billing works or the law changes. We will publish the new version on this page and change the "last updated" date. If a change materially affects you, we will email the address on your account before it takes effect.

If you keep using the service after a change takes effect, the updated terms apply to you. If you don't accept a change, you can cancel your servers as described in Refunds and cancellation.

Your account

To use the service you must be at least 18 years old and able to enter into a binding contract under Indian law, or be acting for a business that has authorised you to do so.

Give us accurate and complete details when you sign up, and keep them up to date from your profile. If you want your GSTIN and billing address on your invoices, add them to your profile. We send invoices, reminders and server details to the email address on your account, so make sure it is one you check.

Each account belongs to one person or one business. Don't share an account between unrelated people or businesses, and don't open more accounts to get around a limit, a suspension or the conditions of an offer.

Keep your password secret and don't reuse one from another site. You are responsible for everything done through your account, including through your API keys. If you think someone else has got into your account, change your password and tell us straight away at support@matrixstreamline.com.

When a server is ready, its root or Administrator password is shown in the client area and emailed to you. Change it after your first login and keep it safe.

We may suspend or close an account that breaks these terms or the Acceptable Use Policy, that is used for fraud, or whose details turn out to be false. Suspension and termination explains how.

The service

We provide virtual private servers (VPS) on our own infrastructure, in the locations we offer. Each server gets the CPU, memory, disk, port speed and monthly data transfer of the plan you choose, an IPv4 address, and full root or Administrator access. Your server runs on physical hardware that it shares with other virtual servers. You manage it from the client area or through our API, where you can start, stop and reboot it, open its console, reset its password and rebuild it.

Our servers are unmanaged. We look after the hardware, the network and the virtualisation platform. Everything inside your server is yours to look after.

That means you are responsible for:

• the operating system, software and settings on your server, including updates and security patches;
• securing it: passwords, SSH keys, firewall rules and any service you expose to the internet;
• your data, and keeping your own backups of it (see Your data, backups and privacy);
• any licence needed for software you install yourself; and
• everything sent from, stored on or served by your server, including by your own users or customers.

Our support team helps with the platform: building, power, console access, networking and billing. Help with the operating system or applications inside your server is at our discretion and does not make the server managed.

Rebuilding a server reinstalls its operating system and erases everything on its disk. We also carry out maintenance on our infrastructure from time to time; see Availability and IP addresses.

Orders, pricing and taxes

When you place an order, we raise an invoice for the first month, plus any one-time setup fee shown at checkout. It is due the same day. We start building your server as soon as that invoice is paid. Linux servers are usually ready within minutes; Windows servers can take up to about 20 minutes. The Shipping & Delivery Policy has the detail.

An order is not built until it is paid, and we may cancel an unpaid order. We may also decline an order, for example if we don't have capacity in the location you chose, if it looks fraudulent, or if it would break these terms. If you have already paid for a server that we can't deliver, you get a full refund or a credit to your wallet, whichever you prefer.

Prices are in Indian rupees (INR) and servers are billed monthly. Prices shown on our website exclude GST, which is added to each invoice at 18% (or at the rate the law sets at the time). Wallet top-ups are not taxed when you add them; GST is charged on the invoices your wallet pays.

Discount codes come with the conditions shown when they are offered, such as first order only, an expiry date, a use limit or particular plans. A discount comes off before tax and, depending on the code, applies to the first month only or to every renewal. We may withdraw a discount that was obtained by breaking its conditions.

Each server renews at the monthly price it was ordered at, after any recurring discount. We may change our prices. New prices apply to new orders straight away. For a server you already have, we will email you before a new price applies, and it takes effect from the first billing cycle that starts after that notice. A month you have already paid for is not affected.

Payment, renewals and your wallet

Paying invoices

You can pay an invoice online through Cashfree, using the methods the gateway offers you (such as UPI, cards or net banking), or from your account wallet. Online payments are made on the gateway's own checkout, so we don't receive your full card number, CVV or UPI PIN. An invoice is marked paid once the gateway confirms the payment to us.

Renewals

Auto-renew is on for new servers. While it is on, we raise the renewal invoice for the next month 7 days before the server's due date and email it to you. It is due on the due date. Renewal invoices are not paid automatically: pay each one from your wallet or online by the due date.

If you turn auto-renew off, no further renewal invoices are raised for that server. That alone does not cancel or remove the server; see Refunds and cancellation.

Your wallet

Your wallet holds prepaid credit in INR that you can use to pay our invoices. You top it up online through Cashfree, from ₹100 to ₹2,00,000 at a time, and the credit is added once the gateway confirms the payment.

Wallet credit does not expire and does not earn interest. It can only be used to pay Matrix Streamline invoices and can't be transferred to another account. Unused balance from money you paid in can be refunded on request, as the Refund & Cancellation Policy explains. If credit is added to your wallet by mistake, we may correct the balance.

Late payment

If an invoice for a server stays unpaid, this is what happens. Both the suspension and the termination periods are counted from the due date, not from the day of suspension.

Paying the overdue invoice while the server is suspended restores it: we start it again and move its due date on by a month.

Termination is permanent. Once a server is terminated, its data can't be recovered and its IP address may be given to another customer. Keep your own backups.

Refunds and cancellation

In short:

• Monthly server charges, including renewals and part-months, are not refunded once the server has been delivered, because the service is delivered to you immediately.
• Unused wallet balance can be refunded on request to the original payment method, less any non-refundable payment gateway fees. Once approved, refunds are processed through the payment gateway within 7–10 business days.
• Duplicate or mistaken charges are always refunded.
• If we can't deliver a server you have paid for, you get a full refund or a wallet credit, whichever you prefer.

The Refund & Cancellation Policy has the full detail and explains how to ask for a refund.

Cancelling a server

To cancel a server, turn auto-renew off on its page in the client area so that no further invoice is raised, and open a support ticket asking us to cancel it. The server keeps running until the end of the period you have paid for, and we then terminate it. If you want it removed sooner, say so in the ticket; the rest of the month is not refunded.

If a renewal invoice has already been raised, ask us to cancel it in the same ticket. An invoice left unpaid follows the late payment timeline above.

Acceptable use

You must use the service lawfully and follow our Acceptable Use Policy. It applies to you and to anyone who uses your servers, including your own customers. In short, you must not use our servers to:

• break any law that applies to you or to us;
• send spam or other unsolicited bulk messages;
• attack, scan or break into other systems, or take part in denial-of-service attacks;
• host or spread malware or phishing, or content that infringes someone else's rights;
• host child sexual abuse material or any other illegal content;
• mine cryptocurrency, unless we have agreed to it in writing; or
• use resources in a way that harms our network or degrades the service for other customers.

If we receive an abuse report or see activity that breaks the policy, we may ask you to fix it, or limit, suspend or terminate the server, as the Acceptable Use Policy explains. Where the harm is serious or ongoing, we may act first and tell you afterwards.

Reseller API and API keys

Our reseller API lets you order and manage servers, invoices, your wallet and support tickets from your own software. You may resell servers you buy from us to your own customers. If you do, you remain our customer, and you are responsible for:

• paying for every server on your account, whether or not your customer pays you;
• your customers' use of those servers, which must follow these terms and the Acceptable Use Policy; and
• supporting your own customers. We deal only with you, and your customers have no agreement with us.

An API key acts for your account. Anything done with one of your keys, including orders and payments from your wallet, is treated as done by you. So:

• keep keys secret, and never put them in public code, client-side scripts or shared documents;
• give each key only the access it needs (read-only where you can) and limit it to the IP addresses that use it;
• revoke a key in the client area straight away if you think it has been exposed.

We store only a one-way hash of each key, not the key itself, so we can't show you a key again. If you lose one, create a new key. We may apply rate limits, switch API access off for an account that misuses it, or change the API; where we reasonably can, we will tell you before a change that would break an existing integration.

Your data, backups and privacy

You keep all rights in the data and content on your servers. You give us only the permissions we need to host it and provide the service.

We don't access the data on your servers as part of running the service. Our systems use the virtualisation layer to set a server up and to apply the password and network changes you ask for. Our staff may access a server when you ask for help, to deal with abuse or a security threat, or when the law requires it.

We don't back up your servers. Unless your order says otherwise in writing, we keep no backup or snapshot of your server's disks, and we can't restore data that is lost, deleted, overwritten by a rebuild or removed at termination. Keep regular backups of your own, somewhere other than the server.

If you store personal data about other people on your servers, you are responsible for handling it lawfully.

How we collect and use personal data about you, such as your account details, billing records and activity logs, is explained in our Privacy Policy.

Availability and IP addresses

Availability and maintenance

We run the service with reasonable care and skill and make our best efforts to keep it available. We don't promise that it will be uninterrupted or error-free, and we don't offer an uptime guarantee or service credits.

We need to maintain our hardware, network and software from time to time. Where we can, we plan maintenance for quieter hours and email you beforehand if it is likely to affect your server. Urgent work, for example to fix a fault or a security problem, may happen without notice.

We are not responsible for delays or failures caused by events outside our reasonable control, such as power or upstream network failures, natural disasters, or actions of government authorities.

IP addresses

Each server comes with an IPv4 address from our address pool. IP addresses remain ours: you may use one only while your server is active, and you can't transfer it to another provider.

In rare cases we may need to change a server's IP address, for example because of network changes, a blocklisting or abuse problem, or a legal requirement. Where we can, we will give you notice by email first. When a server is terminated, its IP address is released and may be assigned to another customer.

Suspension and termination

By us

We may suspend or terminate a server, or your whole account, if:

• an invoice is not paid (see Late payment);
• you, or anyone using your servers, break these terms or the Acceptable Use Policy;
• we reasonably suspect fraud, such as a fraudulent or disputed payment or false account details;
• a court, government authority or law enforcement agency lawfully directs us to; or
• your server puts our network, other customers or anyone else at risk.

Where we can, we will tell you why and give you a chance to fix the problem first. If the risk is serious, or the law does not allow us to tell you, we may act straight away.

A suspended server is stopped but its data is kept. A suspended account can't sign in or use the API. If we terminate a server because of a breach of these terms, the Acceptable Use Policy or fraud, charges for that server are not refunded.

By you

You can stop using the service at any time. Cancel your servers as described in Refunds and cancellation. To close your account, cancel all your servers and then ask us by support ticket; we close the account once no active servers remain. Ask for any unused wallet balance to be refunded before the account is closed. We keep invoices and payment records for as long as the law requires.

What termination means

When a server is terminated, for any reason, it is deleted together with its disks and its IP address is released. This can't be undone, and the data can't be recovered.

Parts of these terms that by their nature continue after termination, such as amounts owed, liability, indemnity and governing law, keep applying.

Liability and indemnity

Our liability

The service is provided "as is" and "as available". Apart from what these terms say, we give no other warranties, for example that the service will suit a particular purpose.

Nothing in these terms limits any liability that cannot be limited under Indian law, such as liability for fraud. Otherwise, to the extent the law allows:

• we are not liable for indirect or consequential loss, or for loss of profits, revenue, business, goodwill or data, even if it was foreseeable;
• we are not liable for loss caused by things you are responsible for under these terms, such as the security of your server, the software on it or your backups; and
• our total liability for any claim, or series of related claims, is limited to the amount you paid us for the affected server or servers in the one month before the event that gave rise to the claim.

Your indemnity

You agree to indemnify us, our officers and our staff against claims by third parties, and the resulting losses, penalties and reasonable costs (including legal fees), that arise from your use of the service, content on your servers, your customers' use of servers you resell, or your breach of these terms, the Acceptable Use Policy or the law. We will tell you promptly about any such claim.

Contact, complaints and governing law

Contact us

For questions about these terms, open a support ticket from the client area or write to support@matrixstreamline.com. For invoices and payments, write to billing@matrixstreamline.com. All our contact details are on the Contact page.

Complaints and our Grievance Officer

If you have a complaint about the service or these terms, you can raise it with our Grievance Officer at support@matrixstreamline.com. We acknowledge complaints within 48 hours and resolve them within 30 days of receiving them.

Governing law and jurisdiction

These terms are governed by the laws of India. Subject to the next paragraph, the courts at New Delhi, India have exclusive jurisdiction over any dispute arising out of or relating to these terms or the service. Please contact us first, so that we can try to settle the matter informally.

This does not take away any right you have as a consumer to approach a consumer commission under the Consumer Protection Act, 2019.

General

These terms and the policies listed in About these terms are the whole agreement between you and us about the service. We send notices to the email address on your account. You may not transfer your account or these terms to anyone else without our written agreement; we may transfer them as part of a reorganisation or sale of our business, and will tell you if we do. If a court finds any part of these terms unenforceable, the rest still applies. If we don't enforce a term straight away, we can still enforce it later.