Terms of Service

These Terms of Service ("Terms") are the agreement between you and Sistemas Edenia Internacional S.A., a Costa Rican company with corporate ID 3-101-090127, doing business as CR Servers ("CR Servers", "we", "us"). They apply to every service you order from us, from the client area or by any other means.

By creating an account, placing an order or using a service, you accept these Terms. If you accept them on behalf of a company, you confirm that you are authorized to bind it.

1. Documents that make up the agreement

The agreement with us is made up of:

1. These Terms, including the product sections in section 14.
2. The Service Level Agreement (SLA).
3. The Acceptable Use and Abuse Policy.
4. The Privacy Policy.
5. Your order, the product description at the time you ordered it, and your invoices.

If two documents disagree, a contract signed by both parties prevails, then your order, then the product section in these Terms, then the rest of these Terms.

2. Your account

• Give us accurate information and keep your contact details up to date in the client area. We send invoices, maintenance notices and abuse notices to the email addresses on your account, and a notice sent there counts as delivered.
• You must be of legal age and able to enter into contracts.
• Keep your password and two-factor codes secure. You are responsible for everything done with your account, including by contacts and team members you give access to.
• Tell us right away if you believe someone has accessed your account without permission.

3. Orders and activation

• Services are activated after we receive the first payment.
• We may verify orders to prevent fraud, and we may ask for identification or other documents. We may refuse or cancel an order, and if we do we refund what you paid for it.
• Activation times shown on the site are estimates. Dedicated servers and colocation depend on hardware availability and installation scheduling.
• An order that is never paid is cancelled automatically 30 days after it was placed, at no charge.

4. Prices, invoices and taxes

• Prices are in US dollars unless your invoice says otherwise. Clients in Costa Rica may pay in colones at the exchange rate shown on the invoice.
• You choose a monthly, quarterly, semiannual or annual billing cycle where the product offers it. Longer cycles may carry a discount, which is shown before you order.
• Fees are billed in advance for each billing cycle. We email the invoice about 7 days before its due date (30 days for domain renewals), and it is also available in the client area. We don't charge your card automatically: you pay each invoice.
• Prices do not include taxes. For clients in Costa Rica we add 13% value-added tax (IVA). Every paid invoice gets a Costa Rican electronic invoice (factura electrónica).
• We may change prices with at least 30 days' notice before your next renewal. The new price applies from that renewal. If you don't agree, you can cancel before the renewal date.
• Promotional prices apply only to the term stated in the promotion. After that, the regular price applies.

5. Payment methods

• We accept card, PayPal, bank transfer or deposit, SINPE Móvil, and Bitcoin and Lightning, as listed on our payments page.
• Bitcoin and Lightning: the invoice amount is set in US dollars (or colones), and the amount of bitcoin due is set by our payment processor when you pay. If a payment arrives short, the difference stays due. If it arrives over, the excess becomes account credit. Any Bitcoin payment discount follows the policy published on the site at the time you pay. It does not apply to domains, and IVA is calculated after the discount.
• Account credit can be used for any of your invoices. It cannot be transferred to another account, and it is not refunded in cash except as stated in section 7.
• Chargebacks and payment disputes: while a chargeback or dispute is open, we may suspend the related services. If the dispute is decided against you, you also owe any fees the processor charges us.
• Using a payment method without the owner's permission, or any fraudulent payment, is grounds for immediate termination. We may report it to the authorities and to the payment processor.

6. Late payment, suspension and termination

If an invoice is not paid by its due date:

1. We send reminders by email before and after the due date.
2. 10 days after the due date, the service may be suspended. For dedicated servers and colocation, this is 15 days.
3. 30 days after the due date, the service may be terminated and its data deleted. We email a final warning at least 3 days before deletion.
4. For dedicated servers and colocation, we hold the hardware and its configuration for 30 days after suspension before we reassign it or ask you to collect your equipment.

A suspended service is reactivated automatically once the balance is paid, usually within minutes. Once a service is terminated and its data deleted, it cannot be recovered.

Domains follow their registry's rules instead: an unpaid domain expires on its expiry date (see section 8).

7. Cancellation and refunds

How to cancel. You can cancel any service yourself from the client area, or ask by ticket from the account holder or an authorized contact. You choose whether the service ends:

• at the end of the paid period, with no further charges; or
• right away, with the refund described below.

For dedicated servers, colocation and dedicated bandwidth, give us 30 days' notice so we can schedule hardware removal and the disconnection of cross-connects.

If the service has an unpaid invoice, the client area may ask you to pay it or contact us before you can cancel.

30-day money-back for new customers. If you are a new customer and cancel your first web hosting, Digital Presence or VPS service within 30 days of ordering it, we refund what you paid for it in full. This applies once per customer. With Digital Presence, we deduct the registration price of the domain, because the domain is registered in your name and stays yours. It does not apply to domains, dedicated servers, colocation, dedicated bandwidth, software licenses or additional services.

Refunds after that. When you cancel before the end of a prepaid billing cycle, we refund the unused full months. We first recalculate the months you used at the monthly price, so the discount for a longer cycle applies only to cycles you complete. The following are not refundable:

• domain registrations, renewals and transfers;
• setup and installation fees, including colocation installations;
• software licenses;
• time already used in the current month.

Refunds are made with the original payment method where possible. Payments made in Bitcoin or Lightning are refunded as account credit, or, at your request, in bitcoin for the US dollar value of the refund on the day we send it.

Services terminated for breach of the Acceptable Use and Abuse Policy, or for fraud, are not eligible for a refund or for the money-back period.

The SLA also gives you a right to cancel with a refund if we repeatedly miss our uptime commitment.

8. Domains

• Domains are registered through our accredited registrar partner. Each registry's rules, and the rules of ICANN where they apply, are part of this agreement for that domain.
• You are the registrant (owner) of the domains you register with us. Keep the registrant details accurate and respond to verification emails, or the registry may suspend the domain.
• Renew on time. If a renewal invoice is unpaid, the domain may expire, and the registry may charge a redemption fee to recover it. We are not responsible for a domain lost because a renewal was not paid.
• You can transfer a domain to another provider at any time with its authorization code, subject to the registry's rules (for example, transfer locks after registration or a change of owner).
• .cr domains are registered directly with NIC Costa Rica at dominios.cr. We do not sell them and we are never their registrant.

9. Your content, data and backups

• Your content stays yours. You give us only the permission we need to host, copy, transmit and back up your content in order to provide the service.
• We don't inspect your files, email or databases except to provide the service, handle an abuse report, respond to a lawful order, or when you ask us to. See the Privacy Policy.
• Backups. Web hosting and Digital Presence plans include the automatic backups described on the product page. They protect our platform and help in many cases, but they are not a guarantee. Keep your own copies of anything important.
• On VPS, dedicated servers and colocation, backups are your responsibility unless you have contracted a backup service from us.
• When a service ends, its files, databases, email and disks are deleted. Download anything you want to keep before that. Copies in our own backups expire on their normal schedule, within about 3 months.

10. Acceptable use

You must follow the Acceptable Use and Abuse Policy. It explains what is not allowed on our network and how we handle reports.

11. Changes to services and maintenance

• We may update hardware, software and network equipment to keep services secure and current, as long as the service you contracted keeps the same or better features.
• Planned maintenance that may interrupt a service is announced at least 3 days in advance, by email and in the client area, to the clients it affects.
• Emergency maintenance, such as fixing an active security problem, may be done with shorter notice. We notify you as soon as we can.

12. Support

• Support covers your account, billing, our network and infrastructure, and the software we provide and manage, such as the web hosting control panel.
• We do not support your own applications, code, plugins or third-party software, except as described for each product or when you contract it as an additional service.
• VPS and dedicated servers are self-managed. You administer the operating system and everything installed on it.
• Our team works Monday to Friday, 8:00 a.m. to 6:00 p.m. Costa Rica time.
• For production problems you can reach us 24 hours a day, 7 days a week by ticket, phone or WhatsApp. Outside office hours our AI assistant answers first and on-call staff handle emergencies that affect service, so replies can take longer.
• We don't promise response times for support requests. The commitments we do make are in the SLA.

13. Suspension to protect the network

We may suspend a service without prior notice when it is necessary to:

• stop an attack, malware, spam or other abuse;
• protect other clients or our network;
• comply with a court order or the law.

We restore the service once the problem is resolved, and we tell you the reason unless the law prevents it.

14. Product terms

Web hosting and Digital Presence

Shared hosting runs many sites on the same servers. Resource limits are those of your plan. To protect other clients, we may limit processes, connections or scripts that use an excessive share of CPU, memory or disk activity. Shared hosting is for websites and email, not for file storage, backup archives or media distribution unrelated to your site.

Digital Presence includes the registration or transfer of one standard .com domain and its renewal for as long as the plan is active. Other extensions pay the price difference, and premium domains are not included.

Free migration. With a new web hosting or Digital Presence plan, we move one website from your previous provider at no cost: its files, databases and mailboxes. Ask for it by ticket within 30 days of ordering and give us access to the old account. We do the work during office hours. We don't repair or update the site's code, and for anything larger or out of the ordinary we give you the cost before we start.

VPS

You get root access to your virtual server and are responsible for its administration, updates and security. Plan resources are those described on the product page. You can move to a larger plan yourself from the client area and pay only the difference for the days left in your cycle; moving to a smaller plan is done by ticket.

Dedicated servers

The hardware remains ours, and you get its exclusive use for as long as the service is active. We replace failed hardware as described in the SLA. Physical access to the data center is not included.

Colocation

• You remain the owner of your equipment and responsible for it. We recommend that you insure it.
• Your power and space are those of your plan. Equipment must be labeled and must meet the facility's safety rules.
• Visits to the data center are by appointment. Remote hands are available as described in your plan.
• When the service ends, collect your equipment within 30 days, after paying any balance due.

IP addresses

IP addresses are assigned for use with your service, and they remain ours. They are not transferable and are returned when the service ends. Additional IPv4 addresses may require a justification of use. All our IP addresses are registered in Costa Rica.

DDoS protection and bandwidth

We filter attacks on our network where we can. During a large attack, or one that threatens the network, we may temporarily block (null-route) the affected address to protect other clients. Additional protection through our partners is available as a separate service.

AI Connect

AI Connect lets an AI assistant you connect, such as ChatGPT or Claude, read and change your website on your instructions.

• You are responsible for what is published with your connection.
• The AI provider processes your content under its own terms.
• You can ask us to require your approval before each publish. You can undo any of the last 5 publishes and remove an assistant's access at any time.
• Publishing pauses while the hosting service is suspended.
• We may apply usage limits to protect the service.

CR Servers Deploy

CR Servers Deploy publishes your site from your GitHub repository. You are responsible for your repository, its contents, and the credentials you store in it.

Software licenses

Licensed software, such as Microsoft products, is subject to the licensor's terms, which you accept when you order it.

Reseller and referral programs

Resellers are responsible for their own customers and for making sure those customers follow these Terms and the Acceptable Use and Abuse Policy.

In the referral program, rewards are account credit, never cash, and cannot be withdrawn or transferred. They apply to orders from new customers, not to your own orders and not to domains. We may cancel rewards from orders that are refunded, cancelled or not genuine referrals. The current amounts and conditions are on the referral program page.

15. Warranties

We provide the services with reasonable care and skill. Except for the commitments in the SLA and anything the law does not allow us to exclude, the services are provided "as is", without other express or implied warranties.

16. Limitation of liability

• We are not liable for indirect or consequential damages, such as lost profits, lost revenue, loss of data or damage to reputation.
• Our total liability for any claim related to a service is limited to the fees you paid us for that service in the 12 months before the event that gave rise to the claim.
• These limits do not apply where the law does not allow them, including the rights of consumers under Costa Rican law.

17. Indemnity

You will defend and indemnify us against third-party claims arising from your content, from your use of the services, or from a breach of these Terms by you or by your customers.

18. Force majeure

Neither party is liable for delays or failures caused by events beyond its reasonable control. Examples include natural disasters, earthquakes, government action, war, widespread failures of public power or of third-party networks, and labor disputes outside our company. This does not excuse the payment of fees for services already provided.

19. Changes to these Terms

We may update these Terms. For material changes, we notify you by email at least 30 days before they take effect. If you don't accept a change, you can cancel the affected services before it takes effect and receive the refund described in section 7, without the recalculation at the monthly price. If you keep using the services after that date, you accept the change.

20. Governing law and disputes

These Terms are governed by the laws of the Republic of Costa Rica. Before going to court, contact us by ticket so we can try to resolve the problem. Disputes are decided by the courts of San José, Costa Rica, without prejudice to the rights consumers have under Costa Rica's Law 7472 on consumer protection.

21. Language

These Terms are published in Spanish and English. If the two versions differ, the Spanish version prevails.

22. Contact

Sistemas Edenia Internacional S.A. (CR Servers)
#509 Trifami, Avenida 1, Calle 2, San José 10101, Costa Rica
Phone +506 2256-3944 · WhatsApp +506 6059-2405
Support: support tickets in the client area · Abuse reports: abuse@crservers.com