Terms of Service
The comprehensive terms that govern your access to and use of Medal Labs products, servers, and digital infrastructure.
These Terms of Service (“Terms”) govern your access to and use of the services provided by Medal Labs (“Medal Labs”, “we”, “us”, “our”), available at medal-labs.com. By registering an account, purchasing a service, or otherwise using the platform, you (“Customer”, “you”) agree to be bound by these Terms in full. If you do not agree, do not use the platform.
1. Definitions
- “Service” — any product offered by Medal Labs, including Virtual Private Servers (VPS), Remote Desktop (RDP) services, Bot Hosting, and any related add-ons.
- “Account” — the customer account registered at medal-labs.com used to purchase and manage Services.
- “Medal Labs Wallet” — an internal account credit balance that can be used to purchase or renew Services. Wallet credit has no cash value and cannot be withdrawn.
- “AUP” — the Acceptable Use Policy described in Section 10.
- “Grace Period” — the period after a Service expires during which its data is retained before permanent deletion (Section 6).
2. Eligibility & Account Registration
2.1 You must be at least 13 years old to use our Services. If you are under 18, you must have the consent of a parent or legal guardian.
2.2 You must provide accurate, complete, and current information during registration and keep it up to date. Accounts created with false or misleading information may be suspended or terminated without refund.
2.3 You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account, whether or not authorized by you.
2.4 We may refuse registration, or suspend or delete an account, if the user:
- (a) is below the minimum age without guardian consent;
- (b) intends to use the Service for unlawful activity;
- (c) provided false registration information; or
- (d) has a documented history of fraud, chargebacks, or abuse with us or other providers.
2.5 One person or entity may not maintain multiple accounts to circumvent suspensions, limits, or promotional restrictions.
3. Description of Services
3.1 VPS / RDP
3.1.1 Medal Labs provides virtual private servers and remote desktop services with the specifications listed on the applicable product page at the time of purchase.
3.1.2 Dedicated resources: RAM and storage allocations are dedicated to your Service as specified in your plan.
3.1.3 Shared resources: CPU and network bandwidth are provided under the Fair Use Policy in Section 4.
3.1.4 You are responsible for the administration, configuration, software, and content of your server. Medal Labs provides the infrastructure; management of what runs on it is your responsibility unless a managed service is explicitly purchased.
3.1.5 It is your responsibility to read and understand the specifications and limitations of a Service before purchasing it.
3.2 Administrative Access
3.2.1 Where a Service is provisioned through a control panel, an administrative account belonging to Medal Labs may exist on the underlying infrastructure. Such access is used only for provisioning, critical maintenance, security incidents, or abuse investigation, and — except in emergencies or legal obligations — with notice to the Customer.
4. Fair Use Policy (CPU & Bandwidth)
4.1 CPU
4.1.1 Burst usage during peak periods (e.g., a game server or bot with a temporary spike in players or queries) is permitted.
4.1.2 If sustained CPU usage exceeds 99% for more than four (4) consecutive hours, we will notify you to reduce usage or upgrade your plan.
4.1.3 If usage remains excessive 4–5 hours after notification, the Service may be automatically suspended until resolved.
4.2 Bandwidth
4.2.1 We do not impose a fixed monthly transfer cap; bandwidth is subject to fair use.
4.2.2 If your bandwidth usage is abnormally high in a way that degrades the network for other customers, we will notify you to reduce usage or upgrade your plan.
4.2.3 If usage remains excessive 4–5 hours after notification, your port speed may be limited to 50 Mbps instead of the full link until resolved.
4.3 Storage
4.3.1 Storage may not be used as personal cloud backup or general file storage unrelated to the operation of the Service.
5. Billing, Payments & Renewals
5.1 Advance billing: All Services are billed in advance for the selected billing cycle.
5.2 Payment methods: Accepted payment methods are listed at checkout (Credit Cards, Apple Pay, Google Pay, Crypto/USDT). Using a fraudulent, stolen, or disputed payment method will result in immediate suspension and permanent deletion of your Services and account.
5.3 No automatic card subscriptions (if not enabled): We do not create recurring card subscriptions without explicit user authorization. You may renew your Service manually, or enable wallet auto-renewal.
5.4 Local payment methods: Where local payment methods are offered (e.g., mobile wallets or vouchers), payments made through them are not refundable to the original method; eligible amounts are credited to your Medal Labs Wallet instead.
5.5 Chargebacks: Opening a payment dispute or chargeback without first contacting support constitutes a breach of these Terms and results in immediate suspension of all Services on the account.
5.6 Taxes: Prices may be exclusive of applicable taxes, which are your responsibility unless stated otherwise at checkout.
5.7 Setup fees: Where charged for installation or configuration work, setup fees are non-refundable once the work has begun.
6. Expiration, Grace Period & Data Deletion
6.1 A Service is automatically suspended upon expiration of its billing period.
6.2 After suspension for non-renewal, Medal Labs retains the Service’s data for a Grace Period of seven (7) days.
6.3 After the Grace Period ends without renewal, the server and all its data are permanently deleted automatically. Deleted data cannot be recovered, and files cannot be requested after deletion.
6.4 You may request an extension of the Grace Period via a support ticket before deletion occurs. Extensions are granted at our discretion, up to 3 days.
6.5 A suspended (expired) server cannot be temporarily powered on to retrieve files or backups; the Service must be renewed first.
6.6 We send renewal reminders before and after the expiration date; however, notification systems can fail. You remain solely responsible for tracking your renewal dates. Failure to receive a reminder does not entitle you to data recovery or compensation.
6.7 Product discontinuation: If Medal Labs discontinues a product line, we will notify affected customers at least one (1) month in advance so you can back up your data. Discontinued Services cannot be renewed.
7. Backups & Data Responsibility
7.1 You are solely responsible for maintaining your own external backups of all data hosted on our Services.
7.2 Medal Labs may operate internal backup systems for disaster recovery. Where available, we may — as a courtesy, not an obligation — restore data from an internal backup upon request via support ticket. We do not guarantee that any backup exists, is current, or is restorable.
7.3 Medal Labs is not liable for any loss of data or files under any circumstances, including hardware failure, deletion after the Grace Period, suspension, or your own actions.
8. Refund Policy Summary
8.1 Refunds are available within three (3) days of the start of a new Service, subject to the conditions detailed in our full Refund Policy.
8.2 A refund for downtime requires either:
- (a) a continuous outage exceeding 24 hours; or
- (b) outages of 6+ hours occurring more than 3 times within one calendar month; in each case supported by verifiable evidence satisfactory to both parties. This applies only if we did not post prior maintenance announcements for the incident.
8.3 No refund is owed where the Service was suspended or terminated for illegal activity or AUP violations, where the Customer failed to read the Service specifications before purchase, or for setup fees.
8.4 Refunds are always issued to the original payment method or to your Medal Labs Wallet. Wallet credit cannot be withdrawn as cash.
8.5 For complete terms, visit our dedicated Refund Policy page.
9. Technical Support
9.1 Support is provided exclusively to the registered owner of the account/Service. We may request verification of ownership before providing any support.
9.2 Support requests are handled via the ticket system and customer portal at medal-labs.com. Formal disputes and backup requests are accepted only via ticket.
9.3 Scope of support: We provide support for server hardware performance, datacenter network connectivity, DDoS attack mitigation, control panel access, and initial service provisioning.
9.4 Out of scope: Support does not cover management of your own software, bots, code, operating system configurations, or third-party applications.
9.5 Conduct: Abuse, harassment, threats, or defamation directed at Medal Labs staff will result in immediate suspension or termination of Services without refund.
10. Acceptable Use Policy (Prohibited Activities)
Your Services may be used for lawful purposes only. The following activities are strictly prohibited on all Medal Labs infrastructure:
• Tunneling traffic (e.g., GRE/GENEVE) to external hosts
• Hosting or distributing copyrighted content unauthorized
• Launching DDoS/DoS attacks, IP spoofing, stress tests
• Cryptocurrency mining or abusive compute workloads
• Sending spam or bulk unsolicited emails
• Unauthorized port scanning or reconnaissance
• Penetration testing of third-party systems
• Operating public TOR exit nodes
• Hosting or seeding torrent files
• Operating public open proxy servers or open VPN endpoints
• Hosting phishing pages or financial fraud infrastructure
• Hosting illegal or pornographic content
• Hosting malware, botnets, or exploit kits
• Any activity that violates Egyptian or international law
10.1 Confirmed violations result in immediate suspension of the Service. Serious or repeated violations result in permanent termination without refund and a permanent ban.
11. DDoS Protection
11.1 Where DDoS protection is included, we make commercially reasonable efforts to mitigate attacks. No provider can guarantee 100% protection, and we make no such guarantee.
11.2 If you experience an attack that bypasses protection, report it via support with packet captures. Mitigations are typically deployed within hours, but complex cases may take up to one week.
11.3 You may not use your Service to test our DDoS protection or search for bypasses. Doing so results in immediate termination.
12. Service Availability & Maintenance
12.1 We aim for high availability but do not guarantee uninterrupted service. Scheduled maintenance will be announced in advance where practicable; emergency maintenance may occur without notice.
12.2 Compensation for qualifying unplanned downtime is governed strictly by the Refund Policy (Section 8.2).
13. Suspension & Termination
13.1 We may suspend or terminate a Service, or the entire account, immediately and without refund, if you violate the AUP, use a fraudulent payment method, initiate an abusive chargeback, abuse staff, or fail to pay fees when due.
13.2 We may terminate any Service for convenience with reasonable notice, in which case we will refund the unused, pre-paid portion of the affected Service.
14. Reselling
14.1 You may not resell, sublicense, or commercially redistribute the Services without a prior written partnership agreement with Medal Labs.
15. Security & Privacy
15.1 Payment card data is processed by encrypted third-party payment providers; Medal Labs does not store your full card details. All payment communications use TLS 1.3 encryption.
15.2 Our collection and use of personal data is described in our Privacy Policy, which forms an integral part of these Terms.
16. Intellectual Property
16.1 The Medal Labs platform, branding, design systems, and control panel are the intellectual property of Medal Labs.
16.2 You retain full ownership of the content and data you host on your servers.
17. Disclaimer of Warranties
17.1 The Services are provided “as is” and “as available”, without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.
18. Limitation of Liability
18.1 To the maximum extent permitted by law, Medal Labs shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or business.
18.2 In all cases, Medal Labs’s total aggregate liability shall not exceed the amount paid by you for the affected Service during the three (3) months preceding the event giving rise to the claim.
19. Indemnification
19.1 You agree to indemnify and hold harmless Medal Labs, its founders, and staff from any claims, damages, liabilities, and expenses (including legal fees) arising from your use of the Services or violation of these Terms.
20. Changes to These Terms
20.1 We may modify these Terms at any time. Material changes will be communicated by email to affected customers and/or by public notice on medal-labs.com.
20.2 Continued use or renewal of a Service after changes take effect constitutes acceptance of the revised Terms.
21. Governing Law & Disputes
21.1 These Terms are governed by the laws of the Arab Republic of Egypt, without regard to conflict-of-law rules.
21.2 Disputes shall first be raised via a support ticket and handled in good faith. Unresolved disputes shall be subject to the exclusive jurisdiction of the competent courts in the Arab Republic of Egypt.
22. Miscellaneous
22.1 If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect.
22.2 These Terms, together with the Privacy Policy and Refund Policy, constitute the entire agreement between you and Medal Labs regarding the Services.
23. Contact Information
Questions about these Terms should be directed to: [email protected]
Customer Support & Technical Tickets: medal-labs.com