The deal, in writing.

By accessing or using the services provided by Zenix.sg ("we", "us", or "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use our services.

We may update these Terms when our services, policies, or legal obligations change. We will post the revised Terms with a new effective date. Unless a change is required immediately for security, legal, or operational reasons, we will provide reasonable notice; continued use after the effective date means you accept the revised Terms. Changes do not remove rights that cannot lawfully be waived or apply retroactively to a dispute that has already arisen.

Zenix.sg provides various hosting services, including but not limited to game server hosting, VPS hosting, web hosting, and related services (collectively, the "Services").

Paid-service boundary: The no-guarantee, no-priority-support, fee-waiver, no-reason termination, capacity-reclamation, and support-lockdown rules in this notice apply only to general free hosting. Paid services and approved sponsorships remain governed by their purchased plan, written order, and the SLA, including any applicable support, notice, credit, refund, and continuity commitments. The Acceptable Use and staff-safety rules apply to every service.

Verified Free Hosting: Where this tier is offered, verification requires a one-time $10 account top-up, not a recurring hosting subscription. The top-up is added as Zenix Credit and any additional Starter Credit is a promotional benefit described at the time of purchase. Zenix Credit and Zenix Chips are promotional account balances, not cash, deposits, securities, or a promise of service capacity; they are non-transferable and may only be used for supported Zenix services under the applicable offer terms. Verified status only makes an account eligible to request higher free-hosting ceilings and does not guarantee an allocation, uptime, backups, restoration, priority support, retention, export, or service continuity. Verified Free Hosting remains general free hosting unless a separate written sponsorship or paid order says otherwise.

2.1 ZenDash v4.6 AI Assistance

ZenDash v4.6 may provide optional AI-assisted diagnosis and support. It is opted out by default and is activated only when you choose to enable it. You may choose an available Google Gemini, GLM, DeepSeek, or Qwen Local model route. The selected cloud provider's own terms, acceptable-use rules, and privacy notice apply to data sent to that provider.

AI diagnosis may use the prompt and relevant server context, including logs, errors, status, configuration, resource usage, and files or text you submit. You are responsible for removing passwords, API keys, payment information, and other secrets before enabling a diagnosis. AI output is probabilistic, may be wrong, and is not a substitute for professional, legal, financial, medical, or security advice.

Qwen Local is hosted by Zenix and configured as a zero-data-retention route for AI request content. Free AI diagnosis credits, where offered, are promotional, non-cash, non-transferable, subject to availability and usage limits, and are not a guaranteed service level. Choosing a different model, declining a cloud provider, or requesting a ZDR route does not create a discount, refund, or extra credit. Model availability and credit rules may change with reasonable notice.

We may modify, suspend, or discontinue a Service. For existing paid subscriptions, we will give notice where reasonably practicable and will honour any notice, refund, credit, or other right that applies under these Terms, the SLA, the purchase terms, or applicable law.

3.1 Age Requirement

You must be at least 18 years old to enter into an account agreement yourself. If you are under 18, you may use our Services only with the explicit consent and supervision of a parent or legal guardian, and only where the law where you live permits it. By creating or using an account, you represent that these requirements are met.

3.2 Account Information

You agree to provide accurate, current, and complete information during the registration process and to update such information to keep it accurate, current, and complete.

You are responsible for safeguarding your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account.

3.3 One Account Per User

Each user is permitted one account only. Creating multiple accounts (alting) to circumvent service limitations, abuse free hosting resources, or evade bans is strictly prohibited. We reserve the right to terminate all accounts associated with a user found to be alting.

3.4 Account Termination

We reserve the right to suspend or terminate your account at our sole discretion if we believe you have violated these Terms, engaged in fraudulent activity, or created multiple accounts. For free hosting services, we reserve the right to refuse service or terminate your account for any reason without prior notice.

Certain Services require payment. By subscribing to a paid Service, you agree to pay all fees associated with the Service.

All fees are exclusive of taxes unless stated otherwise. You are responsible for paying all applicable taxes.

Subscription fees are billed monthly in advance on a recurring basis unless otherwise specified at purchase. You authorize us to charge your payment method for all fees incurred.

If a payment cannot be processed, Stripe may retry it and we may notify you using the contact details on your account. We may suspend a paid Service after a failed or overdue payment, including before the subscription is finally cancelled. We will not charge a reactivation fee unless it was disclosed before reactivation.

4.1 Price Changes

We may change pricing for future purchases. For an existing subscription, we will provide at least 30 days' notice of a material increase through email or an account notice. Discord may be used as a supplementary notice. You may cancel before the new price takes effect, subject to any applicable billing or consumer-law rights.

4.2 Suspected Fraud, Suspension, and Data Recovery

Zenix treats suspected payment fraud and unauthorized account access seriously. Where we have reasonable grounds to suspect that a payment, account, or Service is unauthorized or fraudulent, we may immediately suspend the affected Service, restrict account access as reasonably necessary to protect the account or our systems, and verify the requester's identity and authority before providing account or server data. A protective suspension is not, by itself, a final finding that you committed fraud.

We do not include complimentary staff-assisted server-data retrieval, restoration, or extended retention for a Service reasonably associated with suspected or confirmed fraud. If you request a recovery or export while a copy remains available, we will provide an itemized written quote before work begins. The chargeback-specific archival and extraction fee, when applicable, is set out in Section 11.1 and includes its stated storage reservation, staff processing, and identity verification components. We will not bill those same components a second time. A quote may also include unpaid plan fees for service already provided (less refunds or credits), separately stated outbound transfer charges, and actual third-party costs directly required for that request. You may decline the quote; if you do, no optional recovery work will be performed, and the retained copy may be deleted under the retention period in our Privacy Policy.

Rates for storage, transfer, or staff-assisted recovery must be stated in these Terms or the applicable order or fee schedule, or quoted and accepted by you in writing before the relevant chargeable service is provided. We do not apply a new rate retroactively to a period before it was disclosed or to events before the applicable rate took effect. If we determine that the fraud concern was mistaken or resulted from an unintentional event, we may waive some or all eligible fees at our discretion. Nothing in this section limits a good-faith payment dispute, a lawful chargeback, or any access right or remedy that cannot be excluded under applicable law. A dispute or chargeback alone is not proof of fraud.

Refunds are subject to the Service Level Agreement, the purchase terms shown at checkout, and any non-waivable rights under applicable consumer law.

• Cancellations within 24 hours of purchase with no significant usage are eligible for a full refund.
• Service disruptions caused by our infrastructure may qualify for a full or partial refund at our discretion.
• Services used beyond the 24-hour window (absent a server-side fault) are non-refundable.
• General and Verified Free Hosting have no hosting-refund applicability and are provided strictly without any SLA or guarantees. A one-time Verified Free top-up is an account-credit purchase; any refund of that top-up is governed by the applicable purchase terms and non-waivable law.

To request a refund, contact [email protected] with your account details, service ID, and reason. Approved refunds are normally initiated within 14 business days; your bank or payment provider may take additional time to post the funds.

You agree not to use our Services for any unlawful purpose or in any way that could damage, disable, overburden, or impair our Services.

6.1 Technical Prohibited Activities

Prohibited activities include, but are not limited to:

• Violating any applicable laws or regulations
• Infringing on the intellectual property rights of others
• Distributing malware, viruses, or other harmful code
• Engaging in unauthorized access to any system or network
• Conducting denial-of-service attacks or other disruptive activities
• Hosting content that promotes violence, discrimination, or illegal activities
• Sending unsolicited commercial messages (spam)
• Cryptocurrency mining without explicit written permission
• Port scanning, network probing, or security testing of our infrastructure

6.2 Zero-Tolerance Policy: Abuse of Staff

We maintain a zero-tolerance policy for abuse, harassment, or threatening behavior directed at our staff, contractors, or representatives. This includes interactions via email, Discord, support tickets, phone calls, or any other communication channel.

These strict measures are intended for the worst or repeated cases: serious threats, harassment, fraud, extortion, malicious falsehoods, or deliberate abuse of our systems or staff. Ordinary frustration, a firm disagreement, a first-time mistake, or a good-faith complaint is not treated as staff abuse. If you communicate politely and provide enough context to investigate, we will make a genuine effort to diagnose and resolve the issue for both free and paid users, subject to the free-hosting limits and the paid-service SLA.

6.3 Excessive or Abusive Support Requests

While we strive to provide excellent support, we reserve the right to limit or terminate service for users who:

In most cases, respectful communication and useful technical context are enough for us to work toward a resolution. The enforcement rules below are reserved for repeated, abusive, unsafe, or materially harmful conduct; they do not turn an ordinary support disagreement into a violation.

Free-hosting users do not receive priority support or guaranteed response times. Paid customers retain the support channel and response commitment stated in their order and the SLA, subject to the staff-safety rules above.

• Make repeated support requests for issues already resolved or outside our scope of support
• Refuse to follow documented troubleshooting steps or ignore staff guidance
• Demand immediate responses outside of our stated support hours
• Open multiple support channels simultaneously for the same issue to pressure staff
• Demand staff work beyond reasonable troubleshooting (e.g., demanding staff write custom code, provide 24/7 personal assistance for free services)

6.4 Enforcement

Violations of Section 6.1 (Technical) may result in suspension or termination depending on severity. Violations of Section 6.2 (Staff Abuse) or Section 6.5 (False Statements and Reputation Abuse) may result in immediate termination without warning, without refund, and a permanent ban where the conduct is severe, malicious, or materially harmful. Good-faith complaints, truthful reviews, lawful chargebacks, and notices that you intend to use a legal right are not staff abuse or retaliation; this protection does not apply to threats, harassment, fraud, impersonation, extortion, or bad-faith coercion.

We reserve the right to report threatening behavior to law enforcement authorities. All support interactions may be logged and used as evidence if necessary.

6.5 False Statements and Reputation Abuse

You must not knowingly or recklessly publish a materially false statement of fact about Zenix.sg, our staff, or our Services where the purpose or likely effect is to cause material reputational or commercial harm. This includes impersonation, fabricated reviews, coordinated false campaigns, extortion, doxxing, or harassment based on a false factual claim. We may preserve evidence, request a correction or retraction, report the content to the relevant platform, restrict access to Zenix community or free-hosting services, and pursue lawful civil or statutory remedies. Private support communications may be shared with platforms, advisers, or authorities where reasonably necessary, but will not be publicly republished merely to win an argument.

This section does not prohibit a truthful review, an honestly held opinion, a good-faith complaint or service report, a reasonable estimate of your experience, a lawful chargeback, or a notice that you intend to use a legal or regulatory right. For paid services, a negative review or complaint alone is not grounds to remove a purchased remedy, issue a retroactive charge, or terminate the service; additional abuse, fraud, impersonation, threats, or malicious falsehood must be present.

6.6 Legal-Action Communications

Zenix takes threats, demands, or notices of legal action seriously. If you state that you intend to commence legal proceedings or arbitration, or that a lawyer represents you, we may move the dispute out of ordinary support and require future dispute communications through our published legal or billing channel. We may stop responding to the same dispute through Discord, direct messages, or routine support tickets and may correspond instead with your authorised lawyer. A representative should identify the client and provide reasonable confirmation of authority.

A good-faith notice of legal rights is not, by itself, abuse and does not remove a paid customer's contractual, billing, warranty, SLA, privacy, or other non-waivable channel or remedy. However, threats used to intimidate, harass, extort, or threaten staff are treated as staff abuse under Section 6.2 and may result in communication restrictions, suspension, termination, or a permanent ban. We will continue to respond through the channel required by applicable law or a binding order.

For general free hosting only, if you announce or threaten legal action, we may close discretionary support for that dispute and stop responding through Discord, direct messages, or routine support tickets. We may require your lawyer to contact us through the published legal channel instead. Because general free hosting has no guaranteed support or continuity commitment, we are not required to continue ordinary dispute negotiations after that point. This does not prevent you from sending a legal notice, exercising a non-waivable right, or using a channel that applicable law requires us to keep available.

We are committed to providing helpful, professional support to all customers. In return, we require that all interactions with our staff be respectful and professional.

7.1 What You Can Expect From Us

• Professional, courteous communication from all staff members
• Best-effort troubleshooting within our documented scope of support
• Response times as outlined in our Service Level Agreement
• Clear communication about what we can and cannot support
• Escalation paths for unresolved technical issues

7.2 What We Expect From You

• Respectful, professional communication in all interactions
• Clear, accurate description of technical issues
• Cooperation with troubleshooting steps and diagnostic requests
• Patience during investigation and resolution processes
• Understanding that support staff are human beings deserving of dignity and respect
• Realistic expectations about response times and scope of support

7.3 Support Scope Limitations

Our support covers infrastructure, service availability, and documented features. We do not provide:

• Custom development or code writing
• Third-party software configuration (beyond basic guidance)
• Training on general programming, system administration, or software use
• Debugging of customer-written code or applications
• Unlimited "hand-holding" support for issues outside our infrastructure
• Guaranteed response times or priority support for free hosting users

Optional Minecraft Managed Assistance: For a paid Minecraft server, this recurring add-on expands the support scope above for supported server-software, modpack, plugin, version, loader, routine-configuration, and common crash-log tasks. Work is best-effort; we do not guarantee that a task can be resolved or promise a resolution time.

The allowance is up to 3 focused requests per calendar month across active managed servers using the same billing email. A request covers one task with reasonable follow-up. Unused requests do not roll over; work beyond the allowance may be declined or separately quoted before it starts. Custom development, customer-code debugging, unsupported or proprietary software, community moderation, and guaranteed data recovery are excluded.

The first managed server on a billing email uses the published plan-size rate. Each additional managed server billed to that email receives the published 50% add-on rate while an eligible managed subscription remains active. You may remove the add-on without cancelling hosting by contacting support before renewal; removal takes effect at the next renewal. The add-on does not reduce or replace support for Zenix-controlled infrastructure issues under the applicable paid plan and SLA.

For issues outside our support scope, we may provide community resources or recommend third-party consultants. Demanding out-of-scope support or becoming abusive when staff explain scope limitations is a violation of Section 6.2.

7.4 Service Level Agreement

We strive to maintain a high level of service availability. Our Service Level Agreement (SLA) details the 99.9% uptime commitment for covered paid services and any approved open-source sponsorship, along with credits and other remedies for service disruptions.

We do not guarantee that our Services will be error-free or uninterrupted. Scheduled maintenance and unforeseen circumstances may cause temporary service unavailability.

8.1 Our Content

All content, features, and functionality of our Services, including but not limited to text, graphics, logos, icons, and software, are owned by us or our licensors and are protected by intellectual property laws.

You may not copy, modify, distribute, sell, or lease any part of our Services without our prior written consent.

8.2 Your Content

You retain all ownership rights to content you upload, store, or transmit through our Services (e.g., game server files, website content, databases). By using our Services, you grant us a limited, non-exclusive license to store, transmit, back up, and display your content solely for the purpose of providing the Services to you.

We do not claim ownership of your content. You are solely responsible for ensuring that your content does not violate any third-party rights or applicable laws.

To the maximum extent permitted by law, we shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or use, arising out of or in connection with your use of our Services. This exclusion does not apply to liability that cannot lawfully be excluded or limited, or to losses caused by our fraud, wilful misconduct, breach of confidentiality or data-protection obligations, or infringement of third-party intellectual-property rights.

Except for the matters listed above and any liability that cannot lawfully be limited, our total liability for any claim arising out of or relating to these Terms or our Services shall not exceed the amount paid by you to us for the Services during the twelve (12) months preceding the claim.

9.1 Time Limits and Post-Termination Liability

To the maximum extent permitted by applicable law, a claim subject to the exclusions or cap in this Section must be commenced in arbitration or a court within 24 monthsafter the date the claimant knew or reasonably should have known the facts giving rise to the claim. Claims not commenced within that period are barred to the extent the law permits. This contractual period does not limit a non-waivable consumer, privacy, data-protection, regulatory, small-claims, personal-injury, fraud, wilful-misconduct, intellectual-property, hardware-warranty, or SLA claim, or a claim for unpaid fees, chargebacks, or misuse of our systems. If applicable law provides a longer mandatory period, that period prevails.

Termination, suspension, or closure of an account does not erase liabilities that accrued before it took effect. We are not liable for events occurring after a Service was properly suspended or ended, except to the extent a surviving obligation or non-waivable law applies. Any surviving claim remains subject to this Section and the specific order, warranty, or SLA terms that govern it.

You agree to indemnify and hold harmless Zenix.sg and its officers, directors, employees, and agents from third-party claims, losses, and reasonable expenses (including reasonable legal fees) arising from your unlawful content, misuse of the Services, or violation of these Terms. This indemnity does not apply to the extent a claim was caused by Zenix's own fraud or wilful misconduct.

We may terminate or suspend access immediately where necessary to protect the service, other users, or our staff, to address non-payment, or where you breach these Terms. Otherwise, we will give reasonable notice where practicable. This section is subject to applicable law and any rights that cannot lawfully be excluded.

Upon termination, your right to use our Services will immediately cease. Service data and account information will be handled under our Privacy Policy and any applicable legal retention requirement. Termination does not erase a valid debt, chargeback, or ban. All provisions of these Terms which by their nature should survive termination shall survive, including ownership provisions, warranty disclaimers, indemnity, and limitations of liability.

11.1 Chargeback & Payment Dispute Data Retrieval Fees

In the event of a chargeback, payment reversal, dispute, or bank-level fraud report (including Early Fraud Warnings) initiated against any Zenix transaction, active access to the hosting panel, server consoles, API keys, and self-service backup downloads terminates immediately. Zenix is under no obligation to maintain, host, back up, or preserve customer data for any service where payment has been reversed or disputed.

This clause applies specifically and exclusively to chargebacks, payment reversals, and disputed payments (ordinary voluntary cancellations or non-renewals are not subject to archival or retrieval fees under this clause). For disputes initiated on or after the effective date of this Terms version, server files associated with the affected service may be retained in cold storage for up to 14 days after suspension, then permanently deleted. If the account holder affirmatively requests manual retrieval, export, or backup files during that period, the request is subject to an administrative archival storage and extraction fee of $0.50 per gigabyte per day, calculated from the date of suspension, with a minimum fee of $25.00 USD. The fee covers storage reservation, staff processing, and identity verification. No archival or extraction fee under this clause is due if retrieval is not requested.

Before extraction or release, Zenix will provide an itemized quote identifying the applicable archival and extraction fee and any separately chargeable payment-dispute costs permitted by applicable law. The quoted amount must be paid through an authorized, verified payment method before retrieval work begins. If retrieval is not requested and paid for within the 14-day retention period, the associated server data, databases, and backups will be permanently purged without further notice; no retrieval fee under this clause is charged solely because the data was retained or deleted.

These Terms shall be governed by and construed in accordance with the laws of Singapore, without regard to its conflict of law provisions.

These Terms include a mandatory arbitration agreement in Section 13. Singapore courts have jurisdiction for urgent interim relief, enforcement of an arbitral award, and matters that applicable law does not permit to be decided by arbitration.

Before initiating arbitration or court proceedings, you must first attempt informal resolution by contacting us at [email protected] with a detailed description of the dispute. We will work in good faith to resolve the issue within 30 days.

If the dispute is not resolved informally, it must be referred to final and binding arbitration seated in Singapore and administered by the Singapore International Arbitration Centre (SIAC) under the SIAC Rules in force when the arbitration is started. The arbitration will be conducted in English by one arbitrator unless SIAC determines otherwise.

After the informal-resolution period, either party may start the arbitration. Nothing in this arbitration agreement waives a consumer, privacy, data-protection, small-claims, regulatory, or other right that cannot lawfully be waived, or prevents a party from seeking urgent interim or injunctive relief from a Singapore court.

Physical products sold by Zenix.sg (laptops, desktops, accessories) are covered by the Zenix warranty period shown on the product listing, invoice, or written order confirmation. Coverage, duration, manufacturer support, international eligibility, and exclusions can differ by product and supplier. The warranty lookup is a status tool, not a replacement for those purchase-specific terms.

• Zenix handles claims during the Zenix warranty period stated at purchase
• After that period, or for components covered by an OEM warranty, we forward the claim to the relevant manufacturer or supplier
• Technical assistance is limited to the scope and duration stated in the applicable purchase terms

Warranty terms may vary by product and will be specified at the time of purchase. When an OEM warranty applies, the OEM controls eligibility and the available remedy; Zenix will reasonably assist with submitting the claim but does not control the OEM's decision. For defects or issues, contact [email protected] or visit our Warranty Lookup page.

Returns: DOA and other hardware returns are handled under the product's purchase terms and applicable consumer law. Contact us promptly after delivery so we can confirm the issue, provide return instructions, and explain whether a replacement, repair, or refund is available. Do not ship hardware back without an approved return instruction. Nothing here limits a statutory consumer remedy.

We reserve the right to refuse or limit service for lawful operational, security, capacity, fraud-prevention, abuse-prevention, or commercial reasons, particularly for free hosting services. This includes but is not limited to:

• Users who create multiple accounts (alting) to abuse service limits
• Users who violate our Terms of Service or Acceptable Use Policy
• Users engaged in fraudulent or suspicious activity
• Users whose behavior is disruptive to our community or operations
• Users who place excessive burden on our infrastructure or support resources
• Users who abuse, harass, threaten, or discriminate against staff members
• Users who engage in the false-statement or reputation-abuse conduct described in Section 6.5
• Users previously banned who attempt to create new accounts
• Users whose demands or behavior we determine, in our sole discretion, to be unreasonable or incompatible with our business operations

For free hosting services, we may terminate accounts without prior notice and without providing a reason, including but not limited to excessive resource usage, inactivity, or operational decisions. For paid services, termination for abuse (Section 6.2) is immediate without refund, subject to any non-waivable legal remedy. For other violations, termination will follow the process outlined in Section 11. A good-faith complaint, truthful review, lawful chargeback, or notice of legal rights is not by itself a reason to refuse paid service or remove a purchased remedy.

15.1 Permanent Bans

Users terminated for staff abuse, threats, harassment, or fraudulent activity will be permanently banned from all Zenix.sg services. Banned users may not:

• Create new accounts under any name or email address
• Access our services through proxy accounts or third parties
• For a general free-hosting ban, contact staff only through the published legal or billing channel
• For a paid-service termination, retain access to the published legal, billing, and contract-appeal channels; we may restrict other channels where needed to protect staff

We maintain a ban registry to prevent banned users from re-registering. Attempts to circumvent a ban may result in legal action.

If a service-specific order, written sponsorship approval, or product term conflicts with these Terms, the more specific written term controls for that service or purchase. The SLA controls uptime commitments and service credits for covered services. Mandatory consumer and data-protection rights prevail over any conflicting term.

If any provision is held unenforceable, the remaining provisions remain in effect and the invalid provision will be enforced to the maximum extent permitted. We may assign these Terms in connection with a merger, sale, or reorganisation; you may not assign an account without our written consent. Neither party is liable for delay caused by events outside its reasonable control, except for payment obligations already due.

If you have any questions about these Terms, please contact us at:

Email: [email protected]
Business: Zenix.sg (UEN: 53514524A)
Discord: Join our Discord server