Your Rights

At CloudNexus, we believe that transparency and user empowerment are foundational to modern cloud infrastructure. Whether you are a developer, enterprise IT administrator, or individual user, you hold specific rights regarding your data, service usage, and business relationship with us. This document outlines those rights in clear, accessible language.

Data Privacy & Compliance

Your data is processed in strict accordance with applicable regulations including the GDPR (EU), CCPA/CPRA (California), and industry-specific standards like SOC 2 Type II and ISO 27001. CloudNexus acts as a data processor for customer data, while you retain data controller status.

Data Subject Rights

If you are an individual whose personal data is processed by CloudNexus (e.g., account holders, support contacts, billing representatives), you are entitled to the following rights:

• Right to Access: Request a copy of all personal data we hold about you, formatted for easy portability.
• Right to Rectification: Correct inaccurate or incomplete personal information at any time.
• Right to Erasure: Request deletion of your personal data, subject to legal retention obligations and active contractual commitments.
• Right to Restrict Processing: Limit how we use your data while preserving the underlying data for legal or compliance purposes.
• Right to Data Portability: Receive your data in a structured, commonly used, machine-readable format (JSON/CSV).
• Right to Object: Opt out of direct marketing, analytics profiling, or non-essential processing activities.

Service & SLA Rights

As a CloudNexus customer, you are guaranteed specific operational and contractual rights designed to ensure reliability, fairness, and control:

• Uptime Guarantee: Eligible for service credits if our infrastructure falls below the 99.999% availability commitment outlined in your tier-specific SLA.
• Transparent Pricing: Protection against unexpected rate changes. We provide 60 days written notice before any price adjustments.
• Resource Sovereignty: Full root access to VPS instances, unrestricted API control, and no vendor lock-in for core infrastructure.
• Security Incidents: Right to timely notification (within 72 hours) of any confirmed security breach affecting your environment, along with remediation steps.
• Support Escalation: Guaranteed response times based on your plan tier, with 24/7 priority routing for critical infrastructure failures.

Cancellation & Refunds

You maintain full control over your subscription lifecycle:

• Self-Service Cancellation: Terminate services instantly via the Client Portal or API without contacting support.
• Pro-Rata Refunds: Unused prepaid time is refunded within 5–7 business days, minus any non-refundable setup or hardware provisioning fees.
• Grace Period: A 14-day trial window applies to all new accounts. No payment information is required to start.
• Data Export Window: Upon cancellation, you retain read-only access to your storage and databases for 30 days to facilitate migration.

Dispute Resolution & Support

We are committed to resolving concerns promptly and fairly. You have the right to:

• Open a formal support ticket with dedicated case tracking
• Request a technical review or third-party audit of service performance
• Escalate unresolved issues to our Executive Customer Success team
• Utilize your local consumer protection authorities or data protection regulators
• Participate in mediation as outlined in our Terms of Service

How to Exercise Your Rights

CloudNexus has established streamlined processes to ensure your requests are handled efficiently and securely: