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Service Policy

The working hours, ordering, payment, refund, domain/hosting renewal, account rules and technical obligations of VEU services are set out in this service policy.

1. Working Hours

  • Phone Support: Weekdays (Monday – Friday) 09:00 – 17:30
  • Notification / E-Mail Accounting Department: Weekdays (Monday – Friday) 09:00 – 17:30
  • Notification / E-mail Technical Support: 7 days / 24 hours — guaranteed response within 60 minutes.

2. Order Confirmation and Account Activation

When payment is made by credit card, your account will be automatically activated within a few minutes following the payment.

The installation and delivery of all additional services other than hosting and domain registration — such as Cloud Servers, Licenses, SSL Certificates and Bulk Mail — may take up to 8 hours outside business hours, even when payment is made by credit card.

When payment is made via Bank Transfer/EFT or PTT, you must submit a payment notification. After your payment notification reaches us, the necessary checks will be carried out, your payment will be recorded and your account will be opened within 30 minutes during business hours, or on the next business day outside business hours.

Orders that are not paid within 7 days will be automatically cancelled by the system.

3. Promotions

VEU undertakes that the monthly prices it offers to customers in its promotions will not change for at least one year. The price of a promotional product or package is revised to the then-current prices after one year.

4. Refunds

Customer satisfaction is VEU's most important priority. All our plans on sale carry an unconditional, no-questions-asked 14-day money-back guarantee in case of dissatisfaction. If you are not satisfied with our service in any way within 14 days of purchase, all the fees you paid will be refunded when you contact us via the Control Panel page and send a message. We would be glad if you shared your cancellation reason with us.

The unconditional refund can only be used once for the same product. In the Cloud Server service, if a plugin/software is installed on the server by the VEU technical team upon the customer's request, no refund will be made. No refund will be made either when VEU's service agreement is violated.

Products for which no refund will be made:

  • Domain name registration,
  • Bulk mail installation fee and bulk mail packages,
  • All software and licenses (cPanel, Plesk Panel, CloudLinux, KernelCare, LiteSpeed etc.),
  • Microsoft Office 365 services,
  • All additional services such as Dedicated IP, search engine registration and SSL Certificates.

5. Prohibited Site Content and Software

  • Orders are not accepted from outside Turkey.
  • The use of unlicensed or trial-expired software is not permitted.
  • Publishing written, visual or audio content that is contrary to the laws of the Republic of Turkey is strictly prohibited.
  • Sending spam and using spam-sending software is not permitted.
  • The use of viruses and virus-distributing software is prohibited.
  • All kinds of erotic and pornographic content are prohibited.
  • Publishing digital materials such as mp3, divx, warez, film, music and images for which you do not hold the financial rights (especially the right of communication to the public, distribution/licensing rights) is strictly prohibited.

The use of materials relating to the following crimes, expressly stated under Law No. 5651, and the crimes under Law No. 5816 on Crimes Committed Against Atatürk, is not permitted:

  • Encouraging suicide,
  • Sexual abuse of children,
  • Facilitating the use of drugs and incendiary substances,
  • Supplying substances dangerous to health,
  • Obscenity,
  • Prostitution,
  • Providing places and facilities for gambling.

6. Account Closure and Suspension

Users who do not comply with the rules regarding site content and the software used are warned by e-mail or phone; if the relevant content is not corrected within 24 hours, the account is closed and the content is deleted from the servers. The publication of websites that create a load on shared servers due to excessive CPU and load may be stopped. The owners of the sites whose publication is stopped are informed and offered cooperation to resolve the issue. If the issue cannot be resolved, the site is not reactivated and the customer is credited with VEU credit for the remaining days of the hosting account. VEU reserves the right to suspend/close/delete the accounts of users who violate the rules in the service agreement and policies.

7. User Agreements – Billing

A copy of the service agreement is sent by e-mail to users opening a new account; the invoice for the first month's payment is sent by mail within 3 business days. In subsequent months, a new invoice is issued following the payment and sent to the customer within 3 business days.

8. Domain Name Registration and Renewal

When a domain name is registered through VEU, our customers are warned by e-mail about renewal 90, 60, 30, 7 and 1 days before the registration period expires. Domain name registration and renewal fees are stated on the VEU domain name pages. If a transaction was previously made by credit card during registration and automatic renewal was not turned off, the renewal is carried out with an automatic charge on the final payment date.

If you have a registered payment method, domain name renewals are carried out AUTOMATICALLY by the system. If you do not want automatic renewal, you need to log in to your Customer Panel and tick the "Disable Automatic Renewal" option; if you do not know how to do this, you can contact our Customer Support service.

Expired domain names can be renewed within the first 15 days without paying any additional fee, only with the renewal fee. Domain names that are not renewed within the first 15 days fall to "Domain Name Penalty" (RedemptionPeriod) status and can be renewed by paying the restore (recovery) fee. Depending on the extension, this fee ranges from $40+VAT to $120+VAT; additionally, at least one year's renewal fee must also be paid.

If the restore fee is not paid, one must wait until the domain name becomes available for re-registration; this period is approximately between 75 and 365 days. To renew domain names in penalty (RedemptionPeriod) status, both the restore (recovery) fee and 1 year's renewal fee must be paid.

9. Domain Name Transfer

VEU customers can transfer their domain names at any time by obtaining the transfer code (EPP Code). VEU does not perform Move Service transactions via ResellerClub. In transfer transactions, at least 60 days must have passed since the domain name was registered and more than 30 days must remain until its expiration date. After domain names expire and/or enter penalty status, they cannot be transferred to internal or external companies.

10. Hosting Account Renewal

Hosting accounts are automatically renewed if you have a registered payment method, unless a cancellation request is made before the end date. Hosting and Cloud Server services that are not renewed when the renewal period arrives are completely removed from the servers after 1 month (30 days).

11. Account Limitations

All emails, databases and files under a hosting account use the account's disk space quota as a shared pool. The number of emails that can be sent from a single domain in one hour is limited to 150; when this limit is exceeded, mail sending stops until the next hour. Sending advertising SPAM e-mail is not permitted. VEU reserves the right to suspend/close/delete accounts that violate the rules.

The file size in the content of an email can be at most 20 MB, and this limit cannot be exceeded on shared servers. Database, mail account and file size limits are limited to those specified in your package; if the limit is exceeded, one must move to a higher package. An additional domain cannot be opened within a hosting account (except the Corporate Super and Pro packages); all additional domains are possible in Reseller packages.

"Remote access" cannot be made to the MySQL databases on our servers; access can be made via phpMyAdmin in the hosting interface. Features such as SSH permission, remote access, php.ini changes or changing the server configuration are only possible in Cloud Server packages; these changes cannot be made on shared servers. The domain name of a hosting account can only be changed free of charge within the first 10 days; at the end of this period, the transaction is charged at $6+VAT. Cloud Servers benefit from a 10 Mbit shared pool; if this limit is to be changed, a line rental transaction must be carried out.

12. Ready-Made or Custom Software

VEU offers the ability to install third-party open-source software provided by Softaculous and Parallels Plesk free of charge on all its services.

13. Customer Support Terms and Agreement

VEU undertakes to respond to all questions, issues and requests of its customers within 60 minutes during working hours, and within 8 hours outside working hours. The working hours and support channels are stated at the beginning of this policy.

14. Technical Obligations

The most current and stable versions of the operating systems and third-party software used on our servers are installed. Server and network security and traffic are monitored in real time.

15. Server Maintenance and Notification

When the maintenance, relocation or hardware update of the servers on VEU is deemed necessary, customers are warned about the interruption 1 week, 3 days and 1 day in advance. These interruptions will not exceed a total of 96 hours within a year and will not be carried out during business hours unless it is mandatory. In all cases legally considered force majeure, VEU cannot be held responsible for late, incomplete or non-performance of the service.

16. Official Obligations

Access providers are obliged to keep their identifying information on their own internet environment in an up-to-date manner and accessible to users within the framework of the principles and procedures determined by the regulation. The hosting provider is not obliged to check the content it hosts or to investigate whether there is an unlawful activity. The hosting provider is obliged to remove unlawful content from publication, provided that it is informed according to Articles 8 and 9 of the relevant Law and to the extent technically possible, without prejudice to the provisions on criminal liability.

17. Record Keeping

Since our company is in the position of "Hosting Provider", there is no obligation to keep logs for services such as Web, FTP and SMTP. Our company only logs customers' IP and PORT information for a period of 12 months.

18. Anti-Spam

VEU follows the newest anti-spam methods and software. Up-to-date spam protection systems run on the e-mail servers, and spam mails are filtered to the extent the system allows so that users can benefit from their e-mail services.

19. Anti-Virus

Up-to-date anti-virus programs are installed on our company's servers; to the extent the system allows, viruses are cleaned and protection is provided.

20. Backup

All our hosting servers are backed up weekly and monthly. In server services, if the "backup service" is not purchased, no backup is made. However, the backups taken may be defective or unusable; in these and similar cases, VEU cannot be held responsible for site backups. No guarantee or backup service is provided to customers for the backups taken in any way.

The backup of accounts is entirely the responsibility of the customers, and our company cannot be held responsible for any data loss. Nevertheless, considering the issues customers experience in their accounts, if a backup taken by VEU is needed, the requested backup can be provided to the customer at VEU's discretion from among the backups taken according to the backup system. When you cancel your service, your account is completely deleted along with your backups.

21. Where Are Our Servers?

VEU servers are hosted in the ICS Datacenter (Tier III) data center in Istanbul.

22. About the Bulk Mail Service

Sending SPAM mail is prohibited. SPAM is sending e-mail to a person without that person's permission; "obtaining permission" means that the recipient has given permission to receive e-mail from you or your company. The accounts of SPAM senders will be CLOSED IMMEDIATELY and NO REFUND WILL BE POSSIBLE.

SPAM activities are also monitored by independent organizations such as SPAMCOP, ZEN.ORG and SPAMHAUS and reported to us immediately. If such a complaint about your service is received, your account will be CLOSED IMMEDIATELY and NO REFUND WILL BE POSSIBLE. In all content sent contrary to pornography, terrorism, prohibited substances and FTC rules, your service will also be CLOSED IMMEDIATELY and NO REFUND WILL BE POSSIBLE.

Free accounts are for limited and time-limited use; the minimum period is 30 days. This period does not mean that the account will be closed at the end of 30 days; however, Cloud Technology Informatics Services Trade Inc. reserves this right.

23. Privacy

VEU shares personal information with third parties only when it is reasonably necessary to (a) comply with any applicable law, regulation, legal process or enforceable official request, (b) enforce the applicable Terms of Service, including investigation of potential violations, (c) detect, prevent or otherwise address fraud or security or technical issues, or (d) protect against harm to the rights, property or safety of the public as required or permitted by law.

Last updated: June 2026