Terms of service

Who sells the service

1Prime Cloud is sold by:

• Prime Server S.r.l. to customers in the European Union: Prime Server S.r.l., Via General Cantore 33-35, 58100 Grosseto (GR), Italy · VAT and tax code IT01794620532;
• KOAGRP, LLC to customers outside the European Union: KOAGRP, LLC, 131 Continental Dr, Suite 305, Newark, DE 19713, United States.

The company that sells you the service is shown on your order and invoices, and is your counterparty under these terms.

The service

Hosting (Start, Grow, Geek): shared space on servers we manage, with the KoaPanel panel, email, certificates and backups.

Cloud: a virtual server with reserved CPU and RAM, always managed by us. You use it through KoaPanel with reseller access; administrative (root) access to the server stays with us, because we look after its updates and security.

Domains: we register them in your name with the relevant registry; you are the holder. Email: mailboxes on your domain.

Each plan's resources and limits are those published on the plan page at the time of the order.

Account

You are responsible for what happens with your credentials: keep them safe and tell us at once if you think someone has them. You must be at least 18 and, if you order for a company, authorised to bind it. Billing details must be true and up to date.

Prices, welcome price and locked renewal

Prices are those published at the time of the order, excluding VAT unless stated.

On hosting plans the first year has a lower welcome price. After the first year you pay the renewal price shown next to the plan at the time of the order.

Locked renewal: as long as the service stays active and renewed without interruption, your plan's renewal price does not go up. If you change plan, the new plan's renewal price at that time applies. Only changes due to taxes and duties remain possible.

Cloud is billed monthly, with no welcome price and no minimum term.

Special offers (for example «Switching from SiteGround») have their own conditions on their page, which apply together with these.

Payments and renewals

You pay in advance for the chosen period. The service renews automatically at the end of each period with the saved payment method, unless cancelled before then. We email you before each annual renewal.

If a payment fails we write to you and try again. If it stays unpaid, the service may be suspended: we reactivate it as soon as payment arrives.

Withdrawal and cancellation

If you are a consumer in the European Union you have 14 days from the order to withdraw without giving a reason. If you ask for the service to start immediately, on withdrawal you pay only for the part already used.

You can cancel at any time from the client area, effective at the end of the paid period. Registered domains are not refundable, because the registry charges for them at once.

Acceptable use

You may not host or send: illegal content; material infringing others' copyright or trademarks; malware, phishing or pages imitating another organisation; unsolicited email; tools for attacking third parties; cryptocurrency mining; open proxies or services used for abuse.

On shared hosting resources have per-site limits, so one site does not slow down the others. If a use puts the server or other customers at risk, we may limit it at once and write to you to find a solution.

Backups

We make backups of sites as described on the plan page. They are an extra help and do not replace your own copies: keep a copy of anything important yourself.

End of service

We may suspend or close a service for non-payment after a reminder, for breach of these terms, or for a use that puts the network or other customers at risk. If we close it without any breach on your part, we refund the unused part.

At the end of the service, for whatever reason, your data stays available for 30 days for you to download; then we delete it, together with the backups.

Liability

We provide the service with the diligence of a professional operator. We are not liable for indirect damage, loss of profit or loss of data not caused by us. In any case our total liability does not exceed what you paid for the service in the previous twelve months. Nothing here excludes liability that the law does not allow to be excluded.

Changes and governing law

If we change these terms we email customers thirty days in advance; if you do not accept the change you can cancel within that period at no cost. The locked renewal does not change for services already active.

With Prime Server S.r.l. Italian law applies: the courts of Grosseto have jurisdiction for business customers, those of their place of residence for consumers. With KOAGRP, LLC the law of the State of Delaware (United States) applies, without prejudice to the consumer protection rules of your country of residence.

Last updated: 20/10/2026