2.1 Creation of User Account and Order Placement

To order Services from PineRiver, it is a prerequisite that the Customer creates a valid User Account. The Customer warrants that all information provided, including name, address, email, and any company information, is correct and complete. The Customer is obliged to continuously update this information via their User Account so that it remains accurate at all times. PineRiver reserves the right to verify the provided information and request supplementary documentation. Should the information prove to be incomplete, incorrect, or fraudulent, PineRiver reserves the right to reject the creation of the account or to deactivate an existing account. Any order placed from the Customer's User Account is considered a binding request from the Customer.

2.2 Entry into Force and Duration of the Agreement

The agreement between the Customer and PineRiver is considered concluded when PineRiver expressly accepts the Customer's order and payment has been received. The agreement runs for the period the Customer has prepaid for (the billing period). The agreement is automatically extended by a new period of the same duration if the Customer renews or has signed up for automatic payment, unless the agreement is terminated before expiration.

2.3 Termination by the Customer

Since PineRiver does not operate with binding periods, the Customer may terminate their Services at any time effective at the end of the current, prepaid billing period. Termination must be done via the Customer's User Account before the period expires. Already prepaid amounts are not refunded upon termination, unless otherwise provided by our 72-hour satisfaction guarantee or mandatory rules in the Consumer Contracts Act.

3.1 General Description of Services

PineRiver offers a range of hosting services, including Web Hosting, VPS, Dedicated Servers, and Game Servers. The specific technical details for each Service, such as CPU cores, RAM, storage space, bandwidth, and included software, are specified in the product descriptions on our website (pineriver.dk) at the time of ordering. We reserve the right to make technical changes and updates to our Services, provided they do not significantly degrade the overall performance for the Customer.

3.2 Guaranteed Uptime and Network Availability

PineRiver strives to maintain a network availability of 99.9% on an annual basis for our infrastructure. This uptime guarantee covers the availability of our network infrastructure and power supply in the data center. The guarantee does not cover downtime caused by:

• Scheduled maintenance that has been notified.
• Errors in the Customer's own Content, software, scripts, or configurations.
• Actions taken by the Customer or third parties to whom the Customer has granted access.
• (D)DoS attacks or other malicious attacks directed at our infrastructure or the Customer's Services.
• Force majeure events beyond PineRiver's reasonable control.

3.3 Scheduled Maintenance

To ensure stable and secure operation, PineRiver reserves the right to perform scheduled maintenance on our servers and network equipment. Scheduled maintenance expected to result in downtime will be notified to the Customer via email and/or on our status page with reasonable notice.

4.1 Right of Withdrawal and Satisfaction Guarantee

72-Hour Satisfaction Guarantee (Money-Back)
We only want satisfied customers. Therefore, PineRiver offers that you can get a full refund of the paid amount completely free of charge within the first 72 hours after your order if you are not satisfied. You simply need to contact support via your User Account within the deadline. However, this guarantee does not apply to domain registrations or third-party licenses that cannot be refunded.

Statutory Right of Withdrawal (14 days)
In addition to our guarantee, private consumers have a 14-day right of withdrawal under the Consumer Contracts Act. As you consent upon ordering to the immediate commencement of the hosting service delivery, if you exercise your right of withdrawal after the 72 hours (but within 14 days), you will be invoiced for the actual consumption during the period up to the withdrawal.

4.2 Applicable Prices and Fees

All prices are listed on our website and include VAT unless otherwise specified. PineRiver reserves the right to adjust prices with at least 30 days' notice.

4.3 Payment Terms and Methods

Billing takes place in advance of the agreed period. The Customer is obliged to ensure timely payment and keep their payment information updated.

5.1 Accuracy of Customer Information

The Customer is obliged to ensure that all master data on the User Account is correct and updated at all times.

5.2 Security of Passwords and User Account

The Customer is fully responsible for protecting all passwords. All activity occurring via the Customer's User Account is considered to be performed by the Customer. Notify us immediately upon suspicion of abuse.

5.3 Responsibility for Data Backup

It is solely the Customer's responsibility to create, maintain, and verify their own independent backups of all their Content. Any backup services provided by us are a supplementary service and do not exempt the Customer from this responsibility. The Customer must perform a full backup before any significant change. In the event of data loss, the Customer must restore data from their own backups.

6.1 General Principles

The purpose of this AUP is to protect the integrity and security of our network. Violation constitutes a material breach of the agreement.

6.2 Prohibition of Illegal Content

It is strictly prohibited to store, distribute, or link to illegal content, including:

• Child pornography material.
• Content inciting terrorism, violence, or hatred.
• Fraud, including phishing sites.
• Illegal gambling.

6.3 Prohibition of Infringement of Third-Party Rights

It is prohibited to use the Services to infringe third-party intellectual property rights, including unauthorized distribution of copyrighted material (warez, music, movies, etc.).

6.4 Prohibition of Network Abuse

The following actions are strictly prohibited:

• Initiating or participating in (D)DoS attacks.
• Unauthorized scanning of ports or vulnerabilities.
• Use of fake source IP addresses (IP spoofing).
• Operation of open mail relays or open proxy services.

6.5 Prohibition of System and Resource Abuse

Customers may not use the Services in a manner that unreasonably burdens server or network resources. The following are specifically prohibited:

• Cryptocurrency Mining: Any form of mining is strictly prohibited.
• Sustained High Resource Usage: On Services with shared resources, sustained, constantly high CPU usage (e.g., over 80% for more than 24 hours) is not permitted.

6.6 Email Rules and Prohibition of Spam

It is strictly prohibited to send unsolicited emails (spam). For Web Hosting accounts, there is a technical limit of 500 sent emails per hour. Sending newsletters must be done via specialized third-party services.

7.1 Customer's Warranty of Rights to Content

The Customer guarantees to possess all necessary rights to all Content distributed via PineRiver's Services.

7.2 PineRiver's Liability Exemption (cf. E-Commerce Act & DSA)

PineRiver acts as a technical intermediary and is, in accordance with the E-Commerce Act and DSA, generally exempt from liability for the Customer's Content, provided that we do not have 'actual knowledge' of illegal content and act quickly to remove it upon obtaining such knowledge.

7.3 Procedure for Reporting Copyright Infringements (DMCA 'Notice and Takedown')

All reports regarding copyright infringements must be sent to our designated agent via email at: abuse@pineriver.dk.

A valid report must contain:

• Identification of the infringed work.
• Identification of the infringing material (exact URL).
• Contact information of the reporter.
• A statement that the reporter has a good faith belief that the use is not authorized.
• A statement that the information is accurate and that the reporter is authorized to act on behalf of the copyright holder.
• A physical or electronic signature.

7.4 Procedure for Reporting Other Illegal Content (cf. DSA)

In accordance with the DSA, anyone can report illegal content via abuse@pineriver.dk. PineRiver will confirm receipt, process the report, make a reasoned decision, and notify the reporter and the affected Customer.

8.1 PineRiver's Limitation of Liability

PineRiver is not liable for indirect losses, except in cases of intent or gross negligence. Our liability for direct losses is limited to the amount the Customer has paid for the Service in the twelve (12) months preceding the damaging event.

9.1 Processing of Customer's Personal Data

Our processing of the personal data provided by the Customer is described in our separate Privacy Policy.

11.1 Web Hosting (Managed Service)

• Responsibility: PineRiver is responsible for the operation and security updating of the server software. The Customer is responsible for the security of their own Content (e.g., WordPress, plugins).
• Resources: Server resources are shared. Abuse is regulated by the AUP.
• Backup: PineRiver performs daily backups with 14-day retention. This does not replace the Customer's own responsibility to maintain an independent backup.

11.2 Virtual Private Servers (VPS) (Unmanaged Service)

• Responsibility: The Customer has full administrator access and is solely responsible for installation, configuration, maintenance, and security of the OS and all software. Our responsibility is limited to the physical host and network connection.
• Resources: Resources may be shared or dedicated. We reserve the right to limit bandwidth in case of excessive use.
• Backup: The Customer is 100% responsible for all data backup.

11.3 Dedicated Servers (Unmanaged Service)

• Responsibility: The Customer is the full administrator and bears full responsibility for all software.
• Hardware: We are responsible for the physical hardware and will replace defective components, but we are not liable for data loss resulting from hardware failure.
• Specific Prohibitions: It is prohibited to manually change the server's assigned MAC address.
• Backup: The Customer is 100% responsible for all data backup.

12.1 Changes to Terms

PineRiver reserves the right to amend these Terms. Significant changes will be notified to the Customer with at least 30 days' notice. Continued use of the Services after the effective date constitutes acceptance.

12.2 Governing Law and Venue

This agreement is governed by Danish law. Any dispute must be brought before the Danish courts.