Overview of Service Delivery

At Arctic Nodes, all services offered are digital and relate exclusively to the provisioning and management of web and game hosting resources. No physical goods are shipped.

Delivery is defined as the successful activation or provisioning of the purchased hosting resources, which include, but are not limited to, dedicated Minecraft servers, databases, and object storage.

All services are delivered digitally via provisioning after payment capture confirmation from Razorpay webhooks.

Service Provisioning and Timelines

Provisioning of services is automatically triggered only upon receiving the payment.captured webhook event notification from our payment processor, Razorpay.

Service Level Agreement (SLA) for Provisioning:

The standard provisioning window is 5 to 15 minutes following the successful capture of payment.

Exceptions to Delivery Timelines

Provisioning delays caused by Razorpay's internal risk review process or services placed under under_review status are considered excused and do not constitute a breach of our delivery SLA.

Delays due to Razorpay risk review, incorrect user input, or network issues outside our infrastructure are not treated as delivery failures.

Confirmation and Source of Truth

Provisioning logs are maintained as the definitive source of truth for confirming successful delivery. These logs document critical information, including the instance ID, allocated IP address, precise provisioning timestamps, and the status of access grant to the customer.

Customer Responsibilities

The customer is solely responsible for ensuring the accuracy of all necessary details provided at the time of purchase, including the correct email address, phone number, and necessary account information for resource allocation.

Limitation of Liability

External Network Conditions

Arctic Nodes is not liable for issues external to our infrastructure that may affect service access or performance. This includes, but is not limited to, local latency issues, ISP restrictions, regional internet outages, or issues arising from the use of Virtual Private Networks (VPNs).

User Actions and Cancellations

User-triggered actions such as voluntary resource deletion or failure to meet renewal payment deadlines are considered voluntary service cancellation and do not qualify as a failure of delivery.

Delivery Dispute and Complaint Policy

Delivery disputes are considered valid only if raised by the customer within 30 calendar days of the original service provisioning date.

Valid Breach of SLA

An SLA breach is counted only if the service provisioning process fails to complete beyond the 15-minute window following payment capture, and no Razorpay risk hold or under_review status was in effect.

Invalid Grounds for Complaint

Claims based on the following are not considered valid grounds for delivery complaints, disputes, or refunds:

• Incorrect user input provided during the order process.
• Delayed renewal payments resulting in service suspension or termination.
• Service self-deletion by the customer.

Performance and Abuse

Performance Guarantee

The Company does not guarantee specific game or application performance metrics (e.g., FPS, application-level load times) beyond the successful allocation and maintenance of the purchased infrastructure resources (CPU, RAM, Storage).

Voiding Obligations

Any confirmed instance of platform abuse, illegal activity, or use of the provisioned resources that violates our Terms of Service will immediately void all further delivery obligations, guarantees, and any rights to refunds or service credits.

Refunds and Credits

No downtime credits or refunds are owed to the customer unless the Company is found to have breached its provisioning SLA as defined in the "Valid Breach of SLA" section above.