Terms of Service

1. Agreement

By creating a CloudCastle account, installing our software, or using our services, you agree to these terms. If you are agreeing on behalf of a company, you confirm you are authorised to bind it. If you do not agree, do not use the service.

2. What we provide

CloudCastle sells three services: Email Security, Antivirus, and Tech Support. You may activate any combination. The current features and prices for each service are listed on our pricing page, which forms part of these terms.

3. Your responsibilities

• You may only install our software on computers you own or are authorised to manage. Installing endpoint-management software on a machine without the owner's authority is unlawful, and doing so terminates your account immediately.
• You keep your account credentials confidential and tell us promptly if they are compromised.
• You give us accurate billing information and keep it current.
• You do not use CloudCastle to break the law, to attack others, or to interfere with our service or other customers.
• You do not resell, sublicense or white-label CloudCastle unless you hold a separate written reseller agreement with us.
• You remain responsible for your own data and should keep independent copies of anything you cannot afford to lose.

4. Pricing and how we measure it

Prices are shown on our pricing page in US dollars and exclude any applicable sales tax, which is added at checkout where required.

We bill each service on a daily average. Each day we record the protected inboxes and endpoint units for your active services. At the end of the month we use the average of the recorded days, not the peak and not the last day.

A server counts as two units. Servers take materially more work to monitor, patch and protect than a workstation. We detect server operating systems automatically, we show the classification on your bill, and any technician can correct it if we get it wrong.

Each service has a monthly floor. The monthly charge for a service is the greater of its published minimum or its published per-unit rate multiplied by the monthly average units. Email Security uses protected inboxes. Antivirus and Tech Support use endpoint units. Every active service appears as its own invoice line with the calculation.

We may change prices with at least 30 days' written notice. A price change never applies to a period you have already prepaid.

5. Billing, renewal and cancellation

• Subscriptions are monthly and renew automatically until you cancel.
• Annual prepayment is available and includes two months free.
• Payment is taken by card through Stripe. By subscribing you authorise us to charge your card on each renewal.
• You can cancel at any time from your account settings or by emailing support@cloudcastle.ai. Cancellation takes effect at the end of the current billing period; we do not charge a cancellation fee and we do not require notice.
• Refunds are handled as described on our support page.

6. If payment fails

We will email you and retry. If an invoice remains unpaid past its grace period, your console becomes read-only and new installations and downloads stop.

We do not switch off protection on machines that are already running. Your agents keep working, keep reporting and keep their data, and you keep the ability to remove our software from your computers. A billing dispute is not a reason to leave a small business unprotected, and it is never a reason to hold your machines hostage.

7. Uninstalling and leaving

You can retire any endpoint from the console at any time. When you do, our software uninstalls itself from that machine on its next check-in, and you can choose whether to remove locally stored CloudCastle data as well. If you close your account, this happens for every one of your endpoints. Data deletion follows the schedule in our Privacy Policy.

8. Service levels and support

We target 99.9% monthly availability for the CloudCastle control plane. Support hours and response targets depend on your plan and are described on the pricing page. Scheduled maintenance is announced in advance and does not count against availability.

9. Remote access

Delivering support requires our technicians to connect to your computers. Every session is logged with who connected, when and for how long, and that log is visible to you. You may require per-session approval in your organisation settings. We do not record screen content without telling you first.

10. Automation and AI

CloudCastle automates a defined list of low-risk repairs. Riskier actions require a human. You can disable automatic remediation, set a maintenance window, and require approval above a risk threshold you choose. Every automated action is recorded and reversible where technically possible.

11. Security disclaimer — read this one

No security product detects every threat. We apply reasonable professional skill and current threat intelligence, but we do not warrant that CloudCastle will prevent every compromise or that the service will be uninterrupted or error-free. Keep independent copies of data you cannot afford to lose.

12. Your data

Your data stays yours. We claim no ownership of it. We process it only to provide the service, as described in the Privacy Policy. You can export it at any time while your account is active.

13. Intellectual property

CloudCastle software, brand and documentation remain ours. Your subscription grants a non-exclusive, non-transferable right to use them for as long as it is current. You may not reverse-engineer, resell or redistribute the software except as these terms allow.

14. Limitation of liability

To the maximum extent permitted by law, our total liability arising out of or relating to these terms is limited to the amount you paid us in the twelve months before the event giving rise to the claim. We are not liable for indirect, incidental, special or consequential damages, or for lost profits, revenue or data.

Nothing in these terms limits liability for fraud, for death or personal injury caused by negligence, or for anything else that cannot lawfully be limited.

15. Suspension and termination

We may suspend or terminate an account that breaches these terms, that is used unlawfully, or that endangers our service or other customers. Except where the breach is serious enough to require immediate action, we will tell you first and give you a chance to fix it. On termination we will help you export your data for 30 days.

16. Changes to these terms

We may update these terms. Material changes take effect 30 days after we email account holders, and continuing to use the service after that means you accept them. If you do not, cancel before they take effect and we will refund any prepaid unused period.

17. Governing law

These terms are governed by the laws of the State of Texas, United States, without regard to its conflict-of-laws rules, and the courts of Texas have exclusive jurisdiction. If any provision is held unenforceable, the rest remains in force.

18. Contact

Support: support@cloudcastle.ai
Billing: billing@cloudcastle.ai
Legal: legal@cloudcastle.ai