Terms of Service

1. Transparency

In the interest of transparency: these Terms and our related legal documents are designed to protect Melonslab and our business, in our best interests. They allocate risk clearly so that both parties know where they stand.

We expect you to do the same for your own business: protect your own interests, and identify and mitigate the risk factors present in your own operations — for example by keeping your own backups, securing your systems and credentials, and verifying important information before acting on it. Nothing in this section limits rights that mandatory law grants you.

2. Eligibility and your account

You must be at least 18 years old and able to enter into a binding agreement to use the Services. You agree to provide accurate, current and complete information and to keep it up to date.

Your customer account is provided through My Melonslab, our billing system, where you register and log in, order and manage services and domains, receive support and more. References to your account in these Terms and our policies mean your My Melonslab account.

You are responsible for safeguarding your account credentials and for all activity under your account. Notify us immediately of any unauthorised use.

3. The Services

We provide cloud compute, hosting, domain registration and related infrastructure services. We may add, change or discontinue features from time to time.

Services such as Virtual Compute and Web Hosting are provided by making compute and storage capacity and network connectivity available to you. Our role is to operate infrastructure for systems that compute information represented in a computer-interpretable binary language, and to receive and deliver packets — packets being units of data bytes carrying information represented in a computer-understandable format — using the various internet protocols; Melonslab is not responsible for what you do with that capacity and connectivity (see sections 4, 12 and 13). We also provide domain names through third-party registries and registrars; a domain name is not a physical good, only a name on the internet — bytes of information in a database operated by the relevant registry — and Melonslab is likewise not responsible for how you use it.

Service provisioning generally happens instantly, but this is not guaranteed. Domain names may need to be approved or processed manually, and technical or data-validation issues can occur during provisioning that require manual action by our staff before the order can proceed.

Availability commitments, uptime targets and related remedies are set out separately in our Service Level Agreement and do not form part of these Terms.

Where you store personal data on the Services, our Data Processing Agreement applies to that data and forms part of these Terms.

4. Acceptable use

Your use of the Services must comply with our Acceptable Use Policy, our Fair Use Policy and all applicable laws. You may not use the Services to host or transmit unlawful, infringing or harmful content, or in a way that disrupts the platform or other customers.

You certify that the activities performed on our servers through the use of your services comply with the applicable laws of your home country, of Sweden and of the server's location, as well as international law, and you take full responsibility for this. Your activities must also not cause damage to our or our suppliers' hardware or equipment, brand reputation or network reputation, or similar harm.

We may investigate suspected violations and suspend or remove content or access where necessary to protect the platform, our customers or third parties.

5. Abuse reports and remediation

We receive and act on abuse reports concerning activity on our network, in line with our Acceptable Use Policy. Where a report is serious enough, we will forward it to you and ask you to resolve the underlying issue. You will normally have up to 24 hours to remediate, but we expect issues to be addressed as close to immediately as possible on receipt — serious problems cannot wait, and we may act before the 24-hour period ends where an issue is severe, ongoing, unlawful, or puts our network, our other customers or third parties at risk.

We treat email abuse and spam with particular seriousness, because they directly affect the reputation of our IP space and therefore every customer who relies on it. If spam or related abuse originates from your service — for example through improper moderation, compromised accounts or a misconfigured mail server — we reserve the right to block or filter the relevant email ports, and to suspend or terminate the service where the problem recurs or is not promptly fixed. Protecting the reputation and deliverability of our IP space is a priority for us.

6. Fees, billing and taxes

Prices are shown exclusive of applicable Swedish VAT (moms) unless stated otherwise. Fees are billed in advance on a recurring basis for the selected billing cycle and renew automatically at the then-current price unless cancelled. We reserve the right to change our prices at any time, and we are not bound to the pricing you received when first ordering a service unless explicitly stated in a separate formal contract. Price changes apply to billing cycles beginning after we have given you reasonable notice; periods already paid for are not adjusted retroactively.

We also reserve the right to change mechanisms that may affect pricing indirectly — for example how VAT is applied and displayed, currency conversion, the available billing cycles or discounts.

Invoices relate to the creation or renewal of services. If you do not wish to proceed, no payment is required unless otherwise agreed in a separate contract — activation or renewal only occurs upon payment. Payment terms are net seven (7) days. Late payment interest and fees may apply in accordance with the Swedish Interest Act (räntelagen) and applicable EU commercial regulations.

Payments are processed by our payment providers Stripe and PayPal. When you continue with the Credit Card payment method — for a one-time payment or when you add your card to My Melonslab for auto-debit — the payment is handled by Stripe and the applicable Stripe terms (privacy) apply. When you continue with the PayPal Checkout payment method, the applicable PayPal terms (privacy) apply. We do not store full card details.

Payment or system issues — whether on our side or at our payment providers — can occasionally result in double debits, incorrect charges or other billing errors. To the maximum extent permitted by law, our liability for such errors is limited to correcting them, for example by refunding or crediting the amount concerned. If you believe you have been charged incorrectly, open a ticket with our billing department through My Melonslab or email billing@melonslab.com, and we will investigate and work with you to resolve it.

You are responsible for all charges incurred under your account. Late or failed payments may lead to suspension.

7. Refunds

Refunds are handled in accordance with our Refund Policy. In short, services are generally non-refundable; for a newly deployed service we may, at our discretion and as a gesture of goodwill, issue a pro-rated refund if you ask within 7 days. Domain registrations, renewals and certain third-party costs are non-refundable once incurred.

If you are a consumer, you have a statutory 14-day right of withdrawal when ordering online under the Swedish Distance Contracts Act (lagen om distansavtal och avtal utanför affärslokaler, 2005:59). By accepting these Terms when placing your order, you expressly request that your service is activated and performance begins immediately during the withdrawal period, and you acknowledge that the right of withdrawal is lost once the service has been fully performed, and that if you withdraw after performance has begun you must pay a proportionate amount for what has been provided up to that point. For digital content delivered immediately, and for domain registrations, transfers and renewals — which are carried out for you at once — you acknowledge that the right of withdrawal is lost when delivery or registration takes place.

8. Domain name services

Domain registrations and related services are provided through our partner Openprovider and are additionally subject to ICANN policies and the relevant registry rules. When ordering a domain you also accept Openprovider’s Terms and Conditions and its applicable domain policies — including the Domain Registration Agreement, the Auto Renewal and Domain Deletion Policy, the Whois Privacy Protection (WPP) Service: Terms and Conditions and the Fair Use Policy — all published on Openprovider’s policies page.

As a domain holder you are also covered by ICANN’s Registrant Rights and Registrant Benefits, and Openprovider’s handling of registrant data is described in its Privacy Policy.

You acknowledge that the contact information set on your My Melonslab profile, and on any individual domain, must be truthful, valid and up to date before you attempt to register or transfer a domain name, in accordance with ICANN’s WHOIS data accuracy requirements. This information is transmitted to Openprovider as registrant data — see our Privacy Policy for the details of what is shared. If the information is found to be inaccurate, invalid or outdated, the registration or transfer will be delayed until you have corrected it.

Certain TLDs — mainly gTLDs — may require additional data or verification that our systems cannot handle automatically. In that case the registration or transfer may be delayed: we will open a support ticket to confirm and verify the relevant information with you, and then process the order accordingly.

Check the spelling and the TLD of a domain carefully before ordering. Registrations are executed immediately at the registry and are irreversible: we cannot cancel, correct or refund a domain that was misspelled, registered under the wrong TLD or otherwise ordered in error. Domain registrations, renewals and transfers are non-refundable in general and are not covered by any refund policy, including the goodwill window in our Refund Policy.

If a domain order has not yet been approved or processed at the registry, we may in some cases be able to change it — this is done purely as a gesture of goodwill, at our sole discretion, and is never guaranteed. If the corrected domain costs more (for example a more expensive TLD), you pay the difference; if it costs less, we may issue the difference as account credit, again at our own discretion and not as a guarantee.

Melonslab does not register domains directly. Registration is carried out on your behalf through a trusted, EU-based third-party partner. You remain the domain holder and owner of any domain registered for you. Because the registration, renewal and management of domains depend on that partner, the relevant registry and ICANN, Melonslab cannot accept responsibility for domain-related issues that are outside our own control — including, in the worst case, the total loss of a domain name. We will nonetheless use reasonable efforts to assist you if a problem arises.

9. Third-party services and reviews

The Services integrate third-party providers, including Stripe and PayPal (payments), Openprovider (domains) and Trustpilot (customer reviews).

When a new service is activated, we automatically share your email address with Trustpilot so that it can send you an invitation to review us. Our team may also send manual review invitations, which may include your full name and a reference number (usually your client ID). This is governed by Trustpilot’s Terms of Use for Consumers and Privacy Policy. See our Privacy Policy for how we share data.

10. Suspension and termination

You may cancel your services at any time from your account. A service scheduled for cancellation at the end of its term is cancelled the day after the date it is paid up to. We may also suspend or terminate access if you breach these Terms or where required to protect the platform or comply with law.

If payment for an active service fails and the invoice becomes overdue, the service is suspended the day after the due date and becomes unavailable for use. While a service is suspended you cannot access it or the data stored on it until the overdue invoice is paid, and this must be done before termination.

Three (3) days after the due date, an unpaid service is terminated and all data stored on it is irrecoverably lost. We send email notifications before this happens, warning that termination and data deletion are imminent. Melonslab is unable to recover the information — recovery after termination is technically impossible. You acknowledge that it is your responsibility to keep your billing information and contact details up to date and to pay your invoices on time.

On termination your right to use the Services ends. Data stored on a terminated service is deleted — immediately and irrecoverably where termination follows non-payment — while records we are required to keep by law (for example accounting records) are retained as described in our Privacy Policy.

11. Lawful requests and disclosure to authorities

As a Swedish company — and, for the underlying network, a provider of electronic communications services — we are required to comply with lawful, binding requests from Swedish courts, the police and other competent authorities, including valid requests made under applicable mutual legal assistance frameworks. Foreign authorities cannot compel disclosure directly under their own law — a request from another country only binds us once it has been channelled through these frameworks and resulted in a lawful order valid in Sweden.

We never volunteer customer information. Before disclosing anything, we verify that each request is legitimate — including the identity and authority of the requesting body and the legal basis it relies on — and we only accept properly issued official documents submitted through our designated legal channel at compliance@melonslab.com, or, where a request concerns the underlying network, through the proper legal channels of our parent company and network operator, Hypefox AB (AS214365), at contact@hypefox.net. We reject informal, unverified or overbroad requests.

We disclose only the specific data we are legally compelled to provide, and only to the extent required.

We are legally unable to notify you of such requests. As a provider of electronic communications services, we are bound by a statutory duty of confidentiality (tystnadsplikt) under the Swedish Electronic Communications Act (lagen om elektronisk kommunikation). When an authority lawfully compels us to disclose subscriber information — for example, the identity behind an account or IP address, or related traffic data — that same law imposes a duty of secrecy that prohibits us from revealing to the affected customer that a request was made or that any data was provided. Swedish law does not permit notification in these cases: unlike providers that promise to notify you "where the law allows", we cannot, because doing so would itself breach that duty. This is a legal obligation placed on us, not a discretionary choice — and it is precisely why we are required to leave subscriber information, and the existence of any such request, out of what we can tell you.

12. Disclaimers and limitation of liability

Except for rights that cannot be excluded under mandatory Swedish consumer law, the Services are provided "as is" and "as available". Specific availability commitments are addressed only in the Service Level Agreement.

To the maximum extent permitted by law, our aggregate liability arising out of or relating to the Services is limited to the amounts you paid us for the affected service in the three (3) months preceding the event giving rise to the claim. Nothing limits liability that cannot be limited by law.

You are responsible for maintaining your own regular backups of any data and content you store on the Services — we strongly encourage this, especially where the data is important to your operations or to you personally. We do everything we reasonably can to prevent data loss, in line with our focus on premium-quality infrastructure, but to the maximum extent permitted by law we are not liable for any loss of, or damage to, your data or content, however caused.

To the maximum extent permitted by law, we are not liable for any indirect, incidental, special or consequential loss, or for any loss of profits, revenue, data, goodwill or anticipated savings, even if we were advised of the possibility. Nothing in these Terms limits or excludes liability that cannot be limited or excluded under mandatory Swedish law (including liability for death or personal injury caused by negligence, or for fraud).

Statements about renewable energy reflect our suppliers' commitments and certifications — such as renewable electricity contracts, guarantees of origin and our Green Web Foundation verification. We select suppliers in good faith and it is in our best interest to rely on these commitments, but electricity grids mix power from many producers, and it is physically impossible for us to verify that every megawatt-hour delivered to our infrastructure originates from fully renewable sources. Our renewable-energy statements are therefore made on the basis of supplier commitments and certificates, not independent physical verification of each unit of electricity, and do not constitute a warranty.

Statements about our network and connectivity — including that our upstream network ranks as Sweden's #1 routing network by Hurricane Electric — reflect the state of the network at the time the copy was written. Networks and BGP routing evolve continuously, so such rankings and characteristics may change from time to time, and they do not constitute a warranty.

Support and guidance provided by our staff — in support tickets, chat or elsewhere — is given in good faith but without warranty, and acting on it is at your own discretion. Statements made by individual staff members do not amend these Terms and do not create commitments beyond them unless expressly confirmed in writing by an authorized representative. To the maximum extent permitted by law, we are not liable for the actions of individual staff members acting outside the scope of their role or in a personal capacity.

The Services include automated systems that generate emails, alerts, invoices, reminders and other notifications. We take reasonable steps to ensure these systems function correctly, but automated communications may occasionally be duplicated, delayed, misdirected, triggered in error or sent in excess due to technical issues, software bugs or external dependencies.

To the maximum extent permitted by law, we are not liable for such automated communications or their consequences — including duplicated messages, incorrect reminders, excessive notifications or messages sent due to system faults. Automated communications do not by themselves constitute contractual commitments, guarantees or legally binding statements beyond what these Terms, our policies and issued invoices provide, and payment deadlines and other obligations under these Terms apply even if a reminder is delayed or not received. Our liability for any error in automated communication is limited to correcting the underlying issue; for billing errors, section 6 applies.

Information presented or communicated through our websites, dashboards, status pages, customer portals, emails, alerts, invoices, reminders and other communication channels is provided on a best-effort basis and may be incomplete, outdated, cached, delayed, incorrect or otherwise not reflective of the current state of your services or account. Technical limitations, caching layers, propagation delays, software bugs, external dependencies, network conditions and human factors — such as a change that has not yet been published — can all affect the accuracy and timeliness of displayed or transmitted information.

Communications sent by us and content presented on our websites and portals can also be intercepted, spoofed, manipulated, delayed or altered — in transit or otherwise — by malicious actors, compromised or hijacked systems, misconfigured networks or third-party dependencies outside our control, including events such as BGP route hijacking, DNS hijacking, email spoofing or compromise, and billing fraud such as false invoices or altered payment instructions sent in our name. A message that appears to come from us, or content that appears to be served from our domains, is therefore not necessarily authentic and must not be blindly trusted. To the maximum extent permitted by law, we make no warranty that such information or communication is accurate, current, complete, reliable or authentic, and we are not liable for reliance on information that is outdated, incorrect or delayed, nor for reliance on communication that has been intercepted, spoofed or otherwise tampered with by external parties, nor for any consequences arising from such interference. The same applies to payments: to the maximum extent permitted by law, we are not liable for money misrouted to a malicious actor through such interference, and a payment discharges your obligations only once it reaches us through an officially provided payment method — if anything about an invoice or payment instruction seems unusual, verify it through My Melonslab before paying.

Only these Terms, our policies, the Service Level Agreement, the Data Processing Agreement and formally issued invoices constitute binding commitments. You acknowledge that you must verify the accuracy and authenticity of any information or communication before acting on it — decisions based on outdated, incorrect, incomplete or non-authenticated communication are your own responsibility. If you are unsure whether a communication genuinely comes from us, contact us through the official channels listed in these Terms before acting on it.

The Services also depend on suppliers and other third parties — such as data-centre and network suppliers, payment providers, review platforms and our domain registration partner. To the maximum extent permitted by law, we are not liable for their actions or omissions, their data protection practices, or misconduct by their personnel; your relationship with providers you contract with directly is governed by their own terms and privacy policies (see section 9). This does not limit our responsibility for sub-processors under our Data Processing Agreement where it applies, or any liability that cannot be excluded under mandatory law.

Content stored, published or transmitted through the Services is the customer's own, and activities performed through a customer's services are the customer's own actions. To the maximum extent permitted by law, we are not liable for customers' content or actions — whether or not our network or IP addresses are involved — and hosting content or routing traffic does not make it ours or imply endorsement. Responsibility for customer content and conduct rests with the customer, as set out in sections 4 and 13.

We have no obligation — and no practical ability — to verify that information provided by users is real, legitimate, accurate or current. Account information is accepted as provided, and we may rely on it as such; any verification we do perform — for example for specific TLDs or at a payment provider's request — is done without assuming a broader duty to verify.

These Terms — including every disclaimer and limitation of liability in this document — apply regardless of the identity information you provide. Providing invalid or false information, or using privacy or anonymization services such as VPNs or proxies, does not exempt you or your use of the Services from these Terms and does not create any liability for us that would not otherwise exist, even where the user behind an account cannot be identified. You remain responsible for all activity under your account.

13. Indemnification

You agree to indemnify and hold harmless Melonslab and Hypefox AB against any third-party claims, losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising out of or related to your content, your use of the Services, or your breach of these Terms or applicable law. We will notify you of any such claim and may, at our option, take part in its defence; you may not settle any claim in a way that imposes an obligation on us without our prior written consent.

14. General

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions continue in full force. Our failure to enforce any right or provision is not a waiver of it. You may not assign or transfer these Terms without our prior written consent; we may assign them, for example in connection with a merger, acquisition or reorganisation. Neither party is liable for any failure or delay in performance caused by events beyond its reasonable control (force majeure). These Terms, together with the policies referenced in them, are the entire agreement between you and us regarding the Services.

15. Changes to these Terms

We may update these Terms from time to time. We will do our best to inform you of material changes (for example by email or a notice on the website), but we cannot guarantee that notice of every change will reach you, and we reserve the right to update the Terms at any time. We therefore recommend that you review these Terms on occasion — the 'last updated' date above shows when they last changed. Your continued use of the Services after changes take effect constitutes acceptance.

16. Governing law and jurisdiction

These Terms and any dispute relating to them are governed by Swedish law. Where our legal documents are provided in more than one language, the Swedish-language version prevails in the event of any discrepancy.

Disputes shall be subject to the exclusive jurisdiction of the courts of Malmö, Sweden (Malmö tingsrätt). Consumers may also refer a dispute to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN).

17. Contact

Questions about these Terms can be sent to compliance@melonslab.com.