Terms of Service

1. Our services

1.1 VELA provides cloud computing and IT infrastructure services — providing customers with access to computing capacity, with related technical consulting and support.

1.2 Computing capacity is supplied as a dedicated machine with a stated hardware specification, made available to you for a fixed term at a fixed price (a "Compute Order"). Consulting and support engagements are supplied as fixed-scope services quoted in advance (a "Consulting Order"). Compute Orders and Consulting Orders are together "Orders".

1.3 VELA is the seller and your sole contracting party for every Order. Machines may run on infrastructure operated by VELA or by infrastructure suppliers under contract with VELA. In every case your contract, invoice, payment and support relationship are with VELA only, and VELA remains responsible to you for the services.

2. Interpretation

In these Terms:

• "Business Day" means Monday to Friday, excluding public holidays in the Emirate of Dubai.
• "Business Hours" means 09:00–18:00 Gulf Standard Time (UTC+4) on Business Days.
• "Order Confirmation" means the document we send that states the specification, term, start time and price of an Order and the payment instructions.
• "Term" means the fixed period stated in the Order Confirmation during which a machine is made available to you.
• "Customer Content" means all data, software and other material that you place on, run on or transmit through a machine.
• "Refund Policy" means our Refund & Cancellation Policy as published on this website.

3. Business customers only

3.1 Our services are offered to companies, organisations and sole traders acting in the course of their business. We do not sell to consumers.

3.2 The person placing an Order confirms that they are authorised to bind the business they represent.

3.3 Before accepting a first Order, and at any later time, we may ask for business registration documents, proof of identity of the person placing the Order and information about the intended use of the services. We may decline or cancel an Order if this information is not provided or is unsatisfactory. Payments received for an Order cancelled under this clause are refunded in full.

4. How an Order is formed

4.1 You request an Order by e-mail or through any order form we make available, stating the configuration and Term you need, or asking us to propose one.

4.2 We send an Order Confirmation stating the exact machine specification, the Term, the earliest start time, the total price in United States dollars and the payment instructions. An Order Confirmation is valid for the period stated in it, by default 3 Business Days.

4.3 A binding contract is formed when we receive your payment in full for the Order within the validity period of the Order Confirmation. Until then either party may withdraw without liability.

4.4 Each Order is a separate contract. An Order covers exactly one machine specification for exactly one Term, or one consulting engagement with one scope. If you need another machine, a different specification or a longer period, that is a new Order with its own Order Confirmation and its own payment.

5. Prices and payment

5.1 All prices are stated and charged in United States dollars (USD). Listed prices are per Order for the whole Term, not per hour or per month, unless the Order Confirmation says otherwise.

5.2 Every Order is paid in full, in one payment, before provisioning or work starts. We do not operate prepaid accounts, stored value, account credit or any form of running balance, and we do not hold customer funds for future use. Any amount you pay relates to one specific Order only.

5.3 Payment methods are stated in the Order Confirmation and may include payment card and bank transfer. Card payments are processed by an independent, licensed payment service provider; VELA does not receive or store your full card number.

5.4 Prices exclude taxes, duties and bank charges. Where value added tax or a similar tax applies, it is shown separately in the Order Confirmation and on the invoice. Charges of your own bank and currency conversion costs applied by your card issuer are your responsibility.

5.5 We issue an invoice in the name of VELA COMPUTE - FZCO for every paid Order.

5.6 If a payment is reversed, charged back or otherwise fails after provisioning or after work has started, we may suspend the machine or the work until the amount is settled.

6. Provisioning and access

6.1 After payment is confirmed we prepare the machine and send the access details (address, credentials and access instructions) to the e-mail address named in the Order. The Term starts when the access details are sent, or at the start time stated in the Order Confirmation if that is later.

6.2 We aim to send access details within 24 hours of payment confirmation, or at the start time stated in the Order Confirmation. If we cannot make the machine available within 48 hours of the confirmed start time, section 3 of the Refund Policy applies: you choose between an equivalent replacement and a full refund.

6.3 Unless the Order Confirmation says otherwise, a machine is delivered with a clean installation of a current Linux distribution and administrative access. Installation and licensing of any other software is your responsibility.

6.4 You are responsible for keeping the access credentials secure and for all activity carried out through your access. Tell us immediately if you believe your access has been compromised.

7. Term, expiry and extension

7.1 A machine is available for the Term stated in the Order Confirmation. The Term does not renew automatically and nothing is charged after it ends.

7.2 If you want to continue after the Term, request a new Order before the Term ends. Where the same machine is still available we will try to keep it assigned to you, but we do not guarantee continuity between Orders.

7.3 At the end of the Term access is withdrawn and the machine is wiped. Customer Content is permanently deleted within 24 hours after the end of the Term unless we have agreed a later deletion time in writing. Export everything you need before the Term ends.

8. Your responsibilities and acceptable use

8.1 You must use the services in compliance with all laws applicable to you and to VELA, including the laws of the United Arab Emirates.

8.2 You must not use, or allow anyone else to use, a machine to:

1. store, process or distribute material that is unlawful, or that infringes the intellectual property, privacy or other rights of any person;
2. gain or attempt to gain unauthorised access to any system, network or data, or scan, probe or test the vulnerability of systems that you are not authorised to test;
3. create or distribute malware, run denial-of-service attacks, send unsolicited bulk messages, or operate phishing or fraud schemes;
4. store, process or distribute material depicting the sexual abuse of minors, or material that incites violence or terrorism;
5. interfere with the operation of the infrastructure or with other customers, including by circumventing resource limits or tampering with hardware, firmware or management systems;
6. resell, sublet or share access to the machine with third parties without our prior written consent;
7. breach export control or sanctions laws, or act for the benefit of any person or entity subject to sanctions.

8.3 You are responsible for backing up Customer Content. Machines are not backed up by VELA.

8.4 We may investigate suspected breaches of this section and may suspend access while we do so.

9. Customer Content

9.1 You keep all rights in Customer Content. We claim no ownership of it.

9.2 We do not access Customer Content except (a) to the extent necessary to provide support that you have requested, (b) to investigate a suspected breach of these Terms or a security incident, or (c) where required by law or by a competent authority.

9.3 You are solely responsible for the legality of Customer Content and for having all rights and consents needed to process it on the machine.

10. Support and service issues

10.1 Support is provided by e-mail and telephone during Business Hours for the duration of the Term. It covers the availability of the machine and access to it, and questions about the ordered specification. It does not cover your software, code or workloads unless included in a Consulting Order.

10.2 If a machine becomes unavailable or does not materially match the specification in the Order Confirmation, tell us as soon as possible, quoting the Order number and describing the problem. Where the problem is on our side we will restore the machine, offer a replacement of equal or better specification, or refund the affected period, as set out in section 5 of the Refund Policy.

10.3 We do not currently offer a formal service level guarantee. Your remedies for unavailability or non-conformity are those stated in the Refund Policy and in section 13.

11. Consulting Orders

11.1 A Consulting Order is described in an Order Confirmation that states the scope, the deliverables (if any), the number of hours, the price in USD and the payment terms.

11.2 Work starts after payment unless the Order Confirmation states otherwise. Changes to scope require a new or amended Order Confirmation.

11.3 Our advice is based on the information you give us. Decisions taken on the basis of our advice remain your responsibility.

12. Suspension and termination

12.1 We may suspend or terminate an Order immediately if (a) you materially breach these Terms, including section 8; (b) we are required to do so by law or by a competent authority; (c) continued provision would, in our reasonable judgement, create a security risk to the infrastructure or to third parties; or (d) a payment is reversed or charged back.

12.2 Where termination is due to your breach, no refund is due for the remaining Term. In all other cases of termination by us, the Refund Policy applies.

12.3 You may end a Compute Order at any time by e-mail. Refunds for the unused part of the Term are handled under section 4 of the Refund Policy.

13. Warranties, disclaimers and liability

13.1 We warrant that the services will be provided with reasonable skill and care and that a machine will materially match the specification stated in the Order Confirmation.

13.2 Except as stated in 13.1, the services are provided without any other warranty, express or implied, including warranties of fitness for a particular purpose and of uninterrupted or error-free operation. The performance of your workloads depends on your software and data and is not warranted.

13.3 Neither party is liable to the other for indirect or consequential loss, loss of profit, loss of business, or loss of or damage to data, however arising.

13.4 Our total liability arising out of or in connection with an Order, whether in contract, tort or otherwise, is limited to the amount you paid for that Order.

13.5 Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for fraud.

14. Indemnity

You will indemnify VELA against claims, losses and reasonable costs arising from Customer Content, from your breach of section 8, or from your breach of applicable law.

15. Intellectual property

Each party keeps the rights it held before the Order. We grant you a non-exclusive right to use any documentation, scripts or configuration we provide, for the purpose of the Order. You grant us the right to process Customer Content only to the extent needed to provide the services.

16. Confidentiality

Each party will keep confidential the non-public information it receives from the other in connection with an Order and will use it only for the purpose of the Order, except where disclosure is required by law. This obligation continues for 3 years after the end of the Order.

17. Compliance, sanctions and export control

17.1 We do not provide services to persons or entities that are subject to sanctions administered by the United Nations, the United Arab Emirates, the European Union, the United Kingdom or the United States, or that are located in countries or territories subject to comprehensive sanctions.

17.2 You confirm that you are not such a person or entity, that you will not use the services for the benefit of one, and that you will comply with applicable export control laws in relation to any software and data you process on a machine.

17.3 We may cancel an Order and refund the payment received if we cannot satisfy ourselves that the Order complies with this section.

18. Personal data

We process personal data as described in our Privacy Policy, which forms part of these Terms.

19. Changes to these Terms

We may update these Terms from time to time. The version in force when an Order is formed applies to that Order. The current version, with its "Last updated" date, is always available on this website.

20. Notices

Notices to VELA must be sent by e-mail to info@velacompute.ai or by post to the registered address stated above. Notices to you are sent to the e-mail address named in the Order.

21. Governing law and disputes

21.1 These Terms and every Order are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai.

21.2 The parties will first try to resolve any dispute by good-faith discussion within 30 days of written notice from either party. Any dispute not resolved in this way is subject to the exclusive jurisdiction of the courts of Dubai.

22. General

22.1 These Terms, the Refund Policy, the Privacy Policy and the Order Confirmation form the entire agreement for an Order and replace any earlier discussions. If the Order Confirmation conflicts with these Terms, the Order Confirmation prevails for that Order.

22.2 If any provision is held invalid, the remaining provisions remain in force.

22.3 Neither party is liable for delay or failure caused by events beyond its reasonable control, including power or network failures outside its own infrastructure, acts of public authorities and natural events. The affected party must notify the other promptly. Section 5 of the Refund Policy applies to any part of a Term lost to such an event.

22.4 You may not assign an Order without our written consent. We may subcontract the operation of infrastructure but remain responsible to you for the services.

22.5 A failure to enforce a provision is not a waiver of it.