Service Agreements

BANKING INFORMATION

The following payment methods are available for service payments:

Credit Card / Debit Card:

You can make secure payments by credit card or debit card through your customer panel. Your payments are encrypted with a 256-bit SSL certificate.

Bank Transfer / EFT:

Our bank details are available in the invoice details section of your customer panel. After making a payment by bank transfer or EFT, your payment will be confirmed as soon as possible once you submit the receipt via a support ticket.

Important Information:

• All invoices are issued in Turkish Lira (TRY). Some special packages may be priced in Euro or US Dollar.
• For bank transfer / EFT payments, you must include your customer number or invoice number in the payment description field.
• You can set up automatic payment instructions to ensure uninterrupted service.
• Invoiced sales options are available for corporate customers. Please contact our sales team for more information.

SUPPORT OBLIGATIONS

At GalaxyShell, we commit to providing our customers with the following support services:

1. Our Technical Support Scope

Our technical support scope is defined as follows based on the type of service purchased:

• Shared Hosting: Server management, control panel access, email configuration, DNS settings and general hosting issues are covered by our support.
• VPS / VDS Servers: Server access issues, reboots, operating system installation and network configuration are covered. Internal server software configuration and application-level issues are the customer's responsibility.
• Dedicated (Physical) Servers: Hardware replacement, network connectivity, IPMI/KVM access and operating system installation are covered by our support.
• Domain Services: DNS management, transfer operations and redirect settings are covered by our support.

2. Support Channels and Response Times

• Support Ticket System: Available 24/7 with an average response time of 30 minutes. Critical issues (server access loss, data center failure) are handled on a priority basis.
• Phone Support: Reachable during business hours (09:00 - 18:00) at 0850 466 66 07.
• Email: Requests sent to [email protected] are automatically logged in the ticket system.

3. Topics Outside the Support Scope

• Installation, configuration and debugging of software developed by the customer or third parties.
• Remediation of damage resulting from hacking, malware or security breaches (available as an additional service).
• Design, coding and content management tasks (offered as a separate service).

4. SLA (Service Level Agreement)

GalaxyShell guarantees 99.9% uptime for server and hosting services. Planned maintenance windows are excluded from this figure and customers are notified at least 24 hours in advance.

In cases where the SLA commitment cannot be met, a service credit or service period extension proportional to the downtime will be applied to the customer's account.

SERVICE AGREEMENT

This agreement governs the mutual rights and obligations between GalaxyShell Internet Technologies (hereinafter referred to as "GalaxyShell") and the individual or legal entity receiving services (hereinafter referred to as "Customer") with respect to the internet infrastructure services provided.

Article 1 - Definitions

Service: Refers to all internet infrastructure services provided by GalaxyShell, including web hosting, VPS, VDS, dedicated server rental, co-location, domain registration, SSL certificates, software licenses and related services.

Customer Panel: Refers to the web-based management interface through which the Customer manages their services, views invoices and submits support requests.

Article 2 - Commencement of Service

Service begins upon completion of the customer's order and confirmation of payment. Hosting and virtual server services are automatically activated within minutes. Dedicated servers and services requiring custom configuration are set up and delivered to the customer within the specified delivery period.

Article 3 - Customer Obligations

• The Customer agrees to use the services in compliance with applicable laws and international legal norms.
• The Customer is solely responsible for the security of their account credentials and for preventing unauthorized access by third parties.
• Copyright infringement, hosting illegal content, sending spam, conducting DDoS attacks or similar malicious activities are strictly prohibited.
• In shared hosting services, the Customer may not use server resources in a way that adversely affects the services of other customers.
• The Customer is obligated to keep their contact information up to date. GalaxyShell cannot be held responsible for disruptions caused by incorrect or incomplete information.

Article 4 - GalaxyShell's Obligations

• GalaxyShell undertakes to provide the purchased service in accordance with the terms stated in the agreement.
• Performs the necessary technical maintenance and monitoring to keep server and network infrastructure continuously operational.
• Notifies customers at least 24 hours in advance regarding planned maintenance windows.
• Maintains the confidentiality of customer data and does not share it with third parties (except as required by law).
• Provides technical support services in accordance with the conditions stated in the Support Obligations section.

Article 5 - Payment Terms

Service fees are collected in advance for the payment period selected at the time of order (monthly, quarterly, semi-annual, annual). Renewal invoices are automatically generated 14 days before the service expiry date. Services with unpaid invoices are suspended within 3 days of the due date and permanently terminated if payment is not made within 14 days.

Article 6 - Suspension and Termination of Service

GalaxyShell reserves the right to suspend or terminate service without prior notice in the following circumstances:

• Receipt of notification from official authorities that the Customer is engaged in illegal activity.
• The Customer abusing server resources in a way that degrades the service quality of other customers.
• Unpaid invoices exceeding their due date.
• Detection of conduct in violation of the terms of agreement.

Article 7 - Limitation of Liability

GalaxyShell's total liability arising from service disruptions shall not exceed the amount paid for the relevant service in the last 1 (one) month. GalaxyShell cannot be held liable for consequential damages such as indirect losses, loss of profit, data loss or reputational damage.

Article 8 - Force Majeure

Natural disasters, war, global-scale internet infrastructure failures, data center fires, power outages and similar events beyond the control of the parties shall be considered force majeure. During a force majeure event, the parties' obligations are suspended.

Article 9 - Governing Law and Jurisdiction

This agreement is governed by the laws of the Republic of Turkey. Antalya Courts and Enforcement Offices have jurisdiction over the resolution of disputes.

GENERAL TERMS OF USE

These terms are binding on all users of the GalaxyShell website (galaxyshell.com / galaxyhosting.com.tr) and its services. By using the site, you are deemed to have accepted the following terms.

1. Service Use Principles

GalaxyShell services may only be used for lawful purposes. The following activities are strictly prohibited and, if detected, service will be immediately terminated:

• Hosting or distributing illegal content (pirated software, copyright infringement, child exploitation material, etc.).
• Spam, bulk unsolicited email sending or phishing activities.
• Launching or facilitating DDoS attacks.
• Port scanning, vulnerability research or unauthorized access attempts.
• Cryptocurrency mining (on shared hosting and standard VPS plans).
• Excessive resource consumption that adversely affects other customers' services.

2. Intellectual Property Rights

All content, logos, designs and software on the GalaxyShell website are the intellectual property of GalaxyShell Internet Technologies. Unauthorized copying, reproduction or distribution may result in legal action.

3. Account Security

The Customer is fully responsible for the security of their account credentials. Use of strong passwords and activation of two-factor authentication (2FA) is recommended. GalaxyShell accepts no responsibility for unauthorized use of an account.

4. Right to Modify

GalaxyShell reserves the right to modify these terms of use with prior notice. Changes take effect on the date they are published on the website. Continued use of the service after changes constitutes acceptance of the new terms.

5. Third-Party Services

GalaxyShell offers licenses for third-party software such as cPanel, Plesk, CloudLinux and LiteSpeed. The terms of use for these software products are subject to the license agreements of the respective software vendors. GalaxyShell does not accept direct liability for issues arising from third-party software, but provides support to the customer during the resolution process.

BACKUP AGREEMENT

This agreement defines the scope of backup services provided by GalaxyShell and the responsibilities of the parties.

1. Shared Hosting Backups

GalaxyShell performs weekly automatic backups for shared hosting services. These backups are taken for service continuity purposes and are not guaranteed to the customer. The customer is obligated to maintain their own regular backups.

2. VPS / VDS Server Backups

For virtual server services, backup is the customer's responsibility. GalaxyShell may offer an additional paid automatic backup service upon request. If a backup service has been purchased, the backup frequency and retention period are subject to the terms agreed at the time of sale.

3. Dedicated Server Backups

For dedicated (physical) servers, backup is entirely the customer's responsibility. GalaxyShell may offer backup storage and backup solutions as additional services.

4. Restore from Backup

• Restore requests must be submitted via a support ticket.
• The restore process may overwrite existing data. The customer accepts this risk.
• GalaxyShell does not guarantee the integrity or completeness of backups.

5. Liability

GalaxyShell is not responsible for data loss occurring for any reason (hardware failure, software error, cyber attack, natural disaster, etc.). Customers should establish their own backup strategy for business continuity and perform backups regularly. The backup service offered by GalaxyShell is an additional layer of protection and should not be treated as the primary backup method.

PRIVACY POLICY

At GalaxyShell Internet Technologies, we place great importance on protecting the personal data of our customers and users who visit our website. This policy explains what data is collected, how it is used and how it is protected.

1. Data Collected

The following data may be collected for the purpose of providing services and fulfilling legal obligations:

• Identity Information: First name, last name, national ID number (individual), tax identification number (corporate).
• Contact Information: Email address, phone number, postal address.
• Financial Information: Invoice details, payment history. Credit card details are not stored by GalaxyShell; payments are processed through secure payment infrastructure.
• Technical Data: IP address, browser information, access logs, cookie data.
• Service Data: Server usage statistics, support ticket records.

2. Purpose of Data Use

• Providing and managing purchased services.
• Processing invoices and payments.
• Providing technical support services.
• Fulfilling legal obligations (applicable data protection and internet laws).
• Improving service quality and ensuring system security.

3. Data Sharing

Your personal data will not be shared with third parties except in the following circumstances:

• Legal obligation (court order, prosecution requests, etc.).
• Domain registrar requirements (ICANN/Nic.tr).
• Payment processors (only for the purpose of processing the payment).
• Data center partners (only technical information necessary for service delivery).

4. Data Security

GalaxyShell applies industry-standard security measures to protect collected data: SSL/TLS encryption, firewall protections, access control, regular security audits and staff training.

5. Data Retention Period

Personal data is retained for as long as the service relationship continues and for the period required by legal obligations. After the service is terminated, data is deleted or anonymised within the period determined in accordance with legal retention obligations.

CANCELLATION AND REFUND POLICY

GalaxyShell places customer satisfaction first. The cancellation and refund conditions by service type are detailed below.

1. 30-Day Money-Back Guarantee

For shared hosting services, if you submit a cancellation request within 30 days of the service start date, your payment will be refunded in full. This guarantee applies only to first-time purchases of shared hosting packages; renewal payments are excluded.

2. VPS / VDS Server Services

For virtual server services, no refund is issued after the server has been set up and delivered, as resources have been allocated. However, in cases where the service cannot be technically provided and GalaxyShell is unable to resolve the issue within a reasonable time, a pro-rated refund for the unused period may be issued.

3. Dedicated Server Services

For dedicated server rental services, no refund is issued after server setup and configuration is complete. Cancellation requests are processed at the end of the current billing period.

4. Domain Services

No refunds are issued for registered domain names. Domain registration is an irreversible transaction with international organisations (ICANN, Nic.tr, etc.).

5. Software Licenses and SSL Certificates

No refunds are issued for activated software licenses (cPanel, Plesk, CloudLinux, etc.) or SSL certificates.

6. Cancellation Procedure

• Cancellation requests are only accepted through the support ticket system in the customer panel or by email to [email protected].
• Verbal requests by phone are not sufficient; written confirmation is required.
• Approved cancellations take effect at the end of the current billing period.
• Customers must back up all their data before cancellation. Access to data is not possible after the service is terminated.

7. Refund Process

Where a refund is approved, it will be processed within 5–14 business days depending on the original payment method. Refund timelines for credit card payments may vary depending on your bank.

GDPR / DATA PROTECTION NOTICE

In our capacity as data controller, GalaxyShell Internet Technologies hereby informs you of the following matters in accordance with applicable personal data protection legislation.

1. Data Controller

GalaxyShell Internet Technologies
Address: Ermenek mh. Kuleli 3 sk. No:7 Muratpaşa / ANTALYA
Email: [email protected]
Phone: 0850 466 66 07

2. Personal Data Processed and Purpose of Processing

Your personal data is processed for the following purposes:

• Service delivery: Setup, management and technical support of purchased services.
• Contractual operations: Establishment and performance of the service agreement.
• Invoicing and payment: Fulfilling financial obligations and issuing invoices.
• Communication: Service announcements, technical notifications and support responses.
• Legal obligation: Maintaining access logs and responding to requests from competent authorities.
• Security: Fraud prevention, detection of unauthorized access and ensuring system security.

3. Transfer of Personal Data

Your personal data may be transferred to relevant parties in compliance with applicable data protection law, where necessary for legal obligations, domain registration, payment processing and service delivery.

4. Legal Bases for Data Processing

Your personal data is processed on the following legal bases: performance of a contract, compliance with a legal obligation, legitimate interests and your explicit consent.

5. Your Rights

You have the following rights under applicable data protection legislation:

• To learn whether your personal data is being processed.
• To request information about the processing of your personal data.
• To learn the purpose of processing and whether data is being used in accordance with that purpose.
• To know the third parties to whom your personal data is transferred.
• To request correction of incomplete or incorrectly processed personal data.
• To request deletion or destruction of your personal data within the applicable legal framework.
• To object to the emergence of a result against you arising solely from automated processing of your data.
• To claim compensation if you suffer damage due to unlawful processing of your personal data.

6. How to Apply

To exercise the rights above, you may submit a written request to [email protected] along with information to verify your identity. Your request will be processed free of charge within a maximum of 30 days.

COOKIE POLICY

The GalaxyShell website uses cookies to improve user experience and enhance service quality.

1. What is a Cookie?

Cookies are small text files sent to your browser by websites you visit and stored on your device. Cookies are used to recognise you on your next visit, remember your preferences and analyse site usage.

2. Types of Cookies Used

• Essential Cookies: Cookies required for the website to function properly. Used for session management, security and cart operations. These cookies cannot be disabled.
• Performance Cookies: Help us understand how visitors use the site. Anonymous data such as page load times and error reports are collected.
• Functionality Cookies: Remember your personalised settings such as language preference and region selection.
• Analytics Cookies: Used to anonymously analyse site traffic and user behaviour through tools such as Google Analytics.

3. Managing Cookies

You can refuse to accept cookies or delete existing cookies through your browser settings. However, disabling essential cookies may cause some website functions to not work properly.

4. Third-Party Cookies

Cookies from third-party services such as Google Analytics, live support tools and social media plugins may also be used on our website. These cookies are subject to the privacy policy of the respective third party.

SUPPORT CENTER

At GalaxyShell, we consider providing our customers with fast and effective technical support to be our primary duty.

Support Channels

Support Ticket System

Our fastest and most effective support channel. You can submit a support request through your customer panel. Available 24/7 with an average response time of 30 minutes.

Open a Support Ticket →

Phone Support

You can reach us during business hours (09:00 - 18:00):

0850 466 66 07

Email Support

For general inquiries: [email protected]

For technical support: [email protected]

Tips for Submitting a Support Request

• Describe your issue in as much detail as possible.
• Attach screenshots of any error messages.
• Specify which service you need help with (domain name, hosting package, server IP address, etc.).
• For security reasons, do not share your password in a support ticket.

Priority Levels

• Critical: Server or service is completely inaccessible. Target response time: 15 minutes.
• High: Service is partially affected. Target response time: 30 minutes.
• Normal: General technical question or configuration request. Target response time: 2 hours.
• Low: Information request or suggestion. Target response time: 24 hours.

CONTACT INFORMATION

Head Office

Ermenek mh. Kuleli 3 sk. No:7
Muratpaşa / ANTALYA
Turkey

Customer Services

Yeni mh. Sultan Kadın cd. Gölyeri sk.
Sorgun / YOZGAT
Turkey

Phone

0850 466 66 07
+90 543 228 16 64

Email

General: [email protected]
Support: [email protected]

Web

galaxyshell.com
galaxyhosting.com.tr

Working Hours

Technical Support: 24/7 (Ticket system)
Phone Support: Monday – Friday, 09:00 – 18:00
Sales: Monday – Friday, 09:00 – 18:00