DEEPGUARD

Welcome to DeepGuard. These Terms of Service ("Terms") govern your access to and use of the services provided by DeepGuard ("we", "our", "us") through the website deepguard.co.uk (the "Service"). By purchasing or using the Service, you agree to be bound by these Terms.

1. Service Description

DeepGuard provides AI-powered server security services, including managed firewall configuration, intrusion prevention, DDoS mitigation, and ongoing security monitoring delivered through a customer-bound dashboard. The Service is installed on the customer's own server infrastructure following a guided onboarding process.

2. Onboarding & Delivery

After purchase, our team contacts the customer via the email address (and WhatsApp/phone where provided) used at checkout. We require the following information from the customer to deliver the Service:

• Server IP address and hosting location
• SSH or root access credentials for installation
• Operating system details

Initial contact is made within 24 hours of purchase. Installation and dashboard credential delivery typically take 24–48 hours after the customer provides the required information.

3. Customer Responsibilities

• Provide accurate and reachable contact details at checkout.
• Respond to onboarding communication in a timely manner.
• Provide accurate server access details and ensure the server meets the documented compatibility requirements.
• Keep dashboard credentials secure and not share them with unauthorised parties.

4. Acceptable Use

The Service may not be used to protect or facilitate any illegal activity, including but not limited to: distribution of malicious software, unauthorised intrusion, fraud, or any activity that violates the laws of the jurisdiction in which the customer or the protected server operates.

5. Service Availability

We commit to a 99.9% monthly uptime target for our protection layer. Scheduled maintenance and force majeure events are excluded. Downtime caused by the customer's own infrastructure (server outages, network failures at the hosting provider, etc.) is not covered by this commitment.

6. Payment

All payments are processed securely through DodoPayments. Subscription periods (3, 6, or 12 months) begin on the day of successful installation. Prices are listed on the website and may be updated; existing subscriptions are honoured at the price paid until the end of their term.

7. Termination

We reserve the right to suspend or terminate the Service in case of breach of these Terms, abusive use, fraudulent payment, or non-cooperation with onboarding requirements. Refunds in case of termination follow our Refund Policy.

8. Limitation of Liability

The Service is provided on an "as available" basis. While we apply industry best practices, no security service can guarantee absolute protection against all possible threats. To the maximum extent permitted by law, our liability is limited to the amount paid for the Service in the period during which the incident occurred.

9. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated to active customers by email. Continued use of the Service after such updates constitutes acceptance of the revised Terms.

Contact

For any questions regarding these Terms, please contact us at [email protected].

This Privacy Policy explains how DeepGuard ("we", "our", "us") collects, uses, and protects information about customers and visitors of deepguard.co.uk. We are committed to handling personal data responsibly and in line with applicable data protection regulations, including the GDPR.

1. Information We Collect

We collect the following categories of information:

• Contact Information: name, email address, phone/WhatsApp number provided at checkout or during support.
• Order & Payment Information: order reference and payment status. Full payment card details are processed by DodoPayments and are never stored on our servers.
• Technical Information: server IP address, operating system, hosting location, and access credentials provided for installation.
• Communication Records: emails, WhatsApp messages, and support tickets exchanged with our team.

2. How We Use Your Information

• To deliver and operate the security service you purchased.
• To contact you regarding onboarding, installation, and support.
• To send service-related notifications (incidents, renewals, updates).
• To comply with legal obligations and prevent fraud or abuse.

3. Credentials & Security

Server access credentials provided for installation are handled securely and used solely for the purpose of deploying and configuring the Service. We strongly recommend customers create a dedicated user for the installation, which can be revoked once setup is complete. Access credentials are not stored long-term beyond what is required for ongoing service operation.

4. Data Sharing

We do not sell your personal data. We share information only with:

• DodoPayments — for payment processing.
• Infrastructure providers — strictly as needed to operate the Service.
• Authorities — where required by law.

5. Data Retention

Customer account and order data are retained for the duration of the active subscription and for a limited period afterwards, as required by accounting and legal obligations. Operational logs are retained on a rolling basis according to documented internal retention policies.

6. Your Rights

Depending on your jurisdiction, you may have the right to:

• Access the personal data we hold about you.
• Request correction or deletion of your data.
• Object to or restrict certain processing activities.
• Request portability of your data.

To exercise any of these rights, contact us at [email protected].

7. Cookies

The website may use minimal cookies for session management and basic analytics. No third-party advertising or tracking cookies are used.

8. Updates to This Policy

We may update this Privacy Policy from time to time. The "Last Updated" date at the top of this document indicates the most recent revision.

Contact

For privacy-related inquiries, please contact us at [email protected].

This Refund Policy outlines the conditions under which refunds may be issued for purchases of DeepGuard services. By completing a purchase, you confirm that you have read and accepted this policy.

1. Refunds Are Available When

• You request cancellation before our team begins the installation on your server.
• You contact us before providing your server access details, or before our engineers have started the deployment.
• We are unable to deliver the Service due to a verified technical incompatibility on our side that cannot be resolved.

In these cases, we will issue a full refund to the original payment method, typically within 5–10 business days depending on your bank and payment processor.

2. Refunds Are Not Available When

• The installation has been started or completed on your server. The order is considered fulfilled at this point.
• Dashboard credentials have been delivered to the customer.
• The customer fails to provide the required server details within a reasonable timeframe, causing the order to remain pending.
• The customer's server environment is incompatible with the documented requirements that were known prior to purchase.
• The refund is requested due to misuse, breach of the Terms of Service, or fraudulent activity.

3. How to Request a Refund

To request a refund, please contact us at [email protected] with:

• Your order reference (provided after checkout).
• The email address used at the time of purchase.
• A brief explanation of the reason for the refund request.

Our team will review the request and respond within 2 business days.

4. Chargebacks

We strongly encourage customers to contact us first before initiating a chargeback through their bank or card issuer. Most issues can be resolved quickly through direct communication. Chargebacks initiated without prior contact may result in suspension of the Service while the dispute is reviewed.

Contact

For any questions about this Refund Policy, please contact us at [email protected].