Terms of Service

Version 2026-10-21 · In force from 21 October 2026

1. Who we are

The websites personalvm.com and portal.personalvm.com are run by [[LEGAL_NAME]], a sole trader (individual activity, individuali veikla) in Lithuania, registration or certificate number [[REG_NO]], address [[ADDRESS]] (“we”, “us”). You can reach us at support@personalvm.com or through the contact page.

These Terms are the agreement between you and us. You accept them by ticking the box when you create your account, and again at each purchase. Our Privacy Policy explains how we handle personal data. You must be at least 18 years old to use the service.

2. The service

You order a personal VPN: a virtual server in the location you choose, with its own public IPv4 address, running WireGuard. You get up to three device configurations (files and QR codes) in your account. The server is hosted by a third-party data-centre provider.

• “Dedicated” means not shared with our other customers. It does not mean the address was never used by anyone before, and we cannot control how other websites treat it.
• The address belongs to your server while your service is active. If a server is deleted and a new one is created, the address will be different.
• The service is for you and the people in your household or team, on up to three devices. You may not resell it or give access to anyone else as a service.

3. Your account

• Give us a real email address that you control. Keep your password, QR codes and configuration files private: anyone who has them can use your VPN.
• You are responsible for everything done through your account and your VPN keys.
• Tell us straight away if you think your account or keys have been compromised.

4. Acceptable use

Your server’s IP address is yours alone, so complaints about it come back to your account. You must not use the service for any of the following:

• Anything illegal under the law that applies to you or to the country where your server is located.
• Child sexual abuse material, in any form and without exception. We report this to the authorities.
• Fraud and deception: scams, phishing, impersonation, carding, or creating fake accounts or reviews.
• Unauthorised access: hacking, password guessing, credential stuffing, port or vulnerability scanning, or trying to exploit other people’s systems.
• Attacks: DoS/DDoS, flooding, amplification, or overloading anyone’s network or service.
• Spam: unsolicited bulk messages of any kind, or anything that gets the IP address listed on a spam or abuse blocklist.
• Malware and botnets: distributing malicious software or running command-and-control systems.
• Infringement: distributing material you have no right to share, such as pirated copyrighted works.
• Automated bulk abuse: scraping at a scale that disrupts a site, ticket or product scalping bots, mass account creation.
• Threats, harassment, defamation or incitement to hatred.
• Reselling or sharing the service outside your household or team.

You are personally responsible for your own actions, including any civil, administrative or criminal liability they cause. We do not monitor the content of your traffic. We act on abuse reports, complaints from our hosting provider or payment provider, and legal requests (see section 10).

5. Fair usage

Each VPN includes up to 1 TB (1,000 GB) of traffic per calendar month, counting uploads and downloads together. We do not charge for traffic and we do not switch you off for reaching this level in normal use.

It is a fair-usage limit, not a promise of unlimited traffic. If your usage regularly goes above 1 TB a month, or is so high that it affects our servers or other customers, we may contact you, reduce the speed of your connection, and if it continues, suspend the service. We will warn you before we suspend for fair-usage reasons alone, and if we then end your service for that reason alone, we will refund the unused part of your term on request. We only look at total traffic volume figures. We do not look at what is in your traffic.

6. Orders, payment and renewal

• Prices and terms are shown on our website and at checkout, in euro. Prices shown at checkout are the prices you pay and include VAT where VAT applies. A price change affects future purchases only, never a term you have already paid for.
• Payment is made once per term (1, 6 or 12 months) by card through Stripe. Stripe handles your card details; we never see or store them.
• Your VPN is created automatically once your payment is confirmed, usually within a few minutes. If we cannot deliver the service you paid for, we will fix it or refund you in full.
• Nothing renews automatically. We never charge you again unless you press Renew in your account. When you renew, the term you choose is added to your current end date.
• If a term ends and you have not renewed, your server keeps running for a short grace period (currently 3 days), is then switched off, and is permanently deleted 7 days after the end date, together with its keys and configuration. This cannot be undone, and a new server would have a new IP address. We may send a reminder email but we do not have to.
• Receipts and invoices: Stripe emails you a receipt. If you need an invoice, write to us with the date of the payment.

7. Right of withdrawal (14 days)

If you are a consumer (you are buying for personal use) in the EU/EEA, you have the right to withdraw from a purchase within 14 days, without giving a reason. Each purchase, including each renewal, is a separate purchase with its own 14 days. If you are buying for your business, this right does not apply.

Your service starts immediately. Your server is created automatically as soon as you have paid. By ticking the box at checkout (“I agree to the Terms of Service and want my service to start immediately”) you expressly ask us to start straight away. You understand that if you withdraw after the service has started, you must pay us for the part already provided, as explained below.

• How much you pay if you withdraw: a share of the price in proportion to the days of service you have already had, out of the days in the term you bought. We refund the rest.
• Example: you buy a 1-month plan for €12.00 on 1 October and withdraw on 11 October. That is 10 days out of 31, so you pay 10/31 × €12.00 = €3.87 and we refund €8.13.
• How to withdraw: email support@personalvm.com and say clearly that you withdraw. Please include your account email and the date of the purchase. You can use this wording: “I withdraw from my purchase of the personalvm service made on [date]. Account email: [email].”
• Your service ends when you withdraw. We refund the amount due to the card you paid with, within 14 days of receiving your notice.

8. Refunds and service problems

• After the 14 days, and for business customers, payments are not refundable. We do not give refunds for unused time, for changing your mind, or for early cancellation. A VPN simply runs until its end date. This does not limit your rights as a consumer under the law.
• If the service does not work as described (for example the server cannot be created, or it is unavailable for a long time for reasons on our side), contact us. We will first try to fix it. If we cannot fix it within a reasonable time, we will refund the affected time or extend your term, as you prefer.
• Not a service fault: a website or app blocking or limiting an IP address, differences in speed caused by your own connection, or WireGuard being blocked on a network you use.
• No refund if we end your service because of abuse. If we suspend or end your service because you broke section 4 or section 5, you are not entitled to a refund of the unused time or to any compensation. A withdrawal you validly made before we acted is not affected.
• Please talk to us before asking your bank for a chargeback. We can usually sort a problem out quickly. A chargeback for a service you used may lead to your account being closed.

9. Suspension and ending the service

We may suspend or end your service immediately and without notice if you seriously break these Terms (for example child abuse material, attacks, fraud), if a court, authority or law requires it, if our hosting or payment provider requires it because of your use, or if your use threatens our infrastructure or other customers. For smaller breaches we will normally tell you first and give you a short time to put things right.

You can stop using the service at any time. You cannot cancel a paid term early for a refund (see section 8), but you can ask us to close your account and delete your data by email.

10. Abuse reports and authorities

Because the IP address is yours alone, an abuse report about it will be linked to your account. We may pass a report on to you. Where the law requires it, or to stop harm to other people, we may share limited details, such as your account email and which server was involved, with the person reporting, our hosting provider, or the authorities. We answer valid requests from competent authorities.

We do not keep records of the websites you visit or the content of your traffic, so we cannot hand them over. What we do keep is described in the Privacy Policy.

11. What we cannot promise

• Legality. Whether you may use a VPN depends on where you live. That is your responsibility. We do not give legal advice.
• Anonymity. A VPN changes where your traffic appears to come from. It does not make you anonymous, and websites you log in to still know who you are. Your server’s IP address is registered to our hosting provider, and we can link it to your account.
• Performance. We provide the service with reasonable care and skill, but we cannot promise uninterrupted service, a particular speed, or that any website or app will accept or work with your IP address. Maintenance and outages at our provider can happen.

12. Liability

Nothing in these Terms limits liability that cannot be limited by law, including for intent, gross negligence, or death and personal injury, or your rights as a consumer. Apart from that, and as far as the law allows, we are not liable for indirect or consequential loss (such as lost profit, lost data, or a blocked account at another service), and our total liability for any one claim is limited to the amount you paid for the term in which the problem happened.

13. Changes to these Terms

We may update these Terms. We publish the new version here with its date, and we tell you by email or in your account at least 14 days before a material change takes effect. If a change is materially worse for you and you do not accept it, you may end the service before it takes effect and ask for a refund of the unused part of your paid term. If you keep using the service after the change takes effect, you accept the new version.

14. Law and complaints

These Terms are governed by the law of the Republic of Lithuania. If you are a consumer, you also keep the mandatory consumer protection of the country where you live. If you are a consumer, you may bring a claim in the courts of your own country as well as in Lithuania where the law allows it. Business customers agree to the courts of Lithuania.

If you have a complaint, write to support@personalvm.com first. We answer within 14 days. If we cannot agree, consumers can contact the Lithuanian State Consumer Rights Protection Authority (vvtat.lrv.lt) or the consumer authority in their own country.

15. Contact

support@personalvm.com or the contact page.