{"id":50,"date":"2025-02-27T22:26:26","date_gmt":"2025-02-27T21:26:26","guid":{"rendered":"https:\/\/staging.servercow.de\/?page_id=50"},"modified":"2025-11-21T14:16:35","modified_gmt":"2025-11-21T13:16:35","slug":"agb","status":"publish","type":"page","link":"https:\/\/servercow.de\/en\/agb\/","title":{"rendered":"Terms and Conditions"},"content":{"rendered":"
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Terms and Conditions and Withdrawal<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\u00a7 1 Scope, Customer Information<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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The following General Terms and Conditions govern the contractual relationship between Servercow and the consumers and business customers who purchase goods and services through our shop.<\/p>

Conflicting terms or conditions of the business customer that deviate from our terms and conditions will not be accepted by us.<\/p>

The contractual language is German, the English version is provided for convenience only.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\u00a7 2 Conclusion of Contract<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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  1. The offers on the internet constitute a binding offer to you to purchase goods and services.<\/li>
  2. You can place one or more products in the shopping cart.
    During the ordering process, you enter your data and your preferences regarding the method of payment.
    Only by clicking the order button do you accept the offer to conclude a purchase contract.
    Im Laufe des Bestellprozesses geben Sie Ihre Daten und W\u00fcnsche bez\u00fcglich der Zahlungsart ein.
    Erst mit dem Anklicken des Bestellbuttons nehmen Sie das Angebot zum Abschluss eines Kaufvertrags an.<\/li>
  3. The services offered, or other services associated with Servercow, can only be purchased via the payment gateways stored in the Servercow Client Panel (CP).
    1. A service remains inactive until payment has been recorded in the system. It is not possible to deposit or maintain a credit balance. Overpaid amounts will, less an administration fee, be refunded via the payment method used to receive the payment.

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    2. Amounts that were processed via an external payment service provider will also be refunded via the corresponding payment gateway.<\/li>
    3. A product will, depending on the service ordered, be set up and activated automatically as soon as a sufficient amount has been recorded in the billing system.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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      \u00a7 3 Use of the Service<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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      1. Unlawful content<\/strong>, including but not limited to copyrighted material such as texts, images, photos, documents, videos or films, is prohibited<\/strong> and will result in the immediate suspension of the service.
        Each customer<\/strong> is solely responsible and liable for the content they upload.
        The customer must independently verify the legality of their usage.<\/li>
      2. All standard and directly purchasable services are intended for private individuals and business customers only, and not<\/strong> for reselling<\/strong>. Resellers, such as external providers, require a separate written agreement. Servercow permits<\/strong> the resale of our services and offerings to third parties only after explicit approval<\/strong>. Servercow reserves the right to review these agreements regularly and adjust them if necessary.<\/li>
      3. Any misuse<\/strong> will be reported<\/strong> and leads to the immediate suspension<\/strong> of the services<\/u> and the customer account<\/u>.<\/li>
      4. Any natural person<\/u> who is at least 18 years old<\/strong>, or any legal entity<\/strong> or organization<\/strong>, may become a customer.<\/li>
      5. To use the service, the customer must provide truthful information<\/strong> about themselves. Servercow reserves the right to perform identity checks<\/u> and to suspend<\/strong> the account and associated services if a check fails or is refused.<\/li>
      6. Liability for damages<\/strong> caused by improper<\/u> modifications or interference<\/u> lies solely with the customer<\/strong>.<\/li>
      7. The sending of unsolicited emails, such as spam, viruses or unwanted newsletters, is prohibited and results in suspension. Bulk email sending requires<\/strong> prior written approval<\/strong> from Servercow.<\/li>
      8. Administrators<\/strong>, including domain administrators of a managed mailcow<\/u> and account owners<\/strong> of a shared mailcow<\/u>, may arbitrarily change passwords<\/strong> of other mailboxes, and in the case of administrators, also of domain administrators. This information<\/strong> must<\/u> be communicated to the affected users. However, passwords used can in no case<\/strong> be read by Servercow or third parties.<\/li>
      9. Administrators<\/strong> of services within a contractual relationship with Servercow are solely<\/strong> responsible for the password security<\/strong> of their own accounts and the subordinate accounts. We recommend<\/u> a password policy<\/strong> that at least follows the German BSI password guidelines<\/u>.<\/li>
      10. A variable throttling of outgoing emails<\/strong> is always active<\/u> but has no effect<\/strong> on even the most intensive usage. The throttling varies<\/strong> depending on the reputation of the domain and prevents<\/strong> the bulk sending<\/u> of spam via compromised mailbox credentials.<\/li>
      11. Web hosting packages may<\/u> be used privately and commercially. Usage is restricted<\/strong> exclusively to the customer named in the contract<\/u>. Reselling<\/strong> and free provision to third parties<\/strong> (e.g., \u201cfree hosting\u201d) are prohibited<\/strong>.<\/li>
      12. Eine Stay-Awesome-License<\/strong> (im Folgenden \u201eSAL\u201c) wird mit einer vorhandenen<\/u> mailcow Instanz verkn\u00fcpft. Die Validierung erfolgt \u00fcber die IP-Adresse des Servers<\/u>. Diese IP-Adresse<\/strong> wird f\u00fcr die gesamte Existenz<\/u> der Lizenz gespeichert.
        1. Es ist untersagt<\/strong>, eine oder alle in mailcow verf\u00fcgbaren Pr\u00fcfungen ohne<\/u> eine g\u00fcltige SAL<\/strong> zu verwenden.<\/li>
        2. A Stay-Awesome License<\/strong> (hereinafter \u201cSAL\u201d) is linked to an existing<\/u> mailcow instance. Validation is performed via the server\u2019s IP address<\/u>. This IP address<\/strong> is stored for the entire existence<\/u> of the license.\n
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          1. It is prohibited<\/strong> to use one or all checks available in mailcow without<\/u> a valid SAL<\/strong>.<\/li>\n
          2. All<\/strong> checks associated with a SAL are provided voluntarily<\/strong> and may be discontinued at any time<\/u>.<\/li>\n<\/ol><\/li><\/ol><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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            \u00a7 4 Bandwidth Usage<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            The stated provisions regarding bandwidth usage on this page apply (see \u201cFair Bandwidth Usage\u201d).<\/p>

            Servercow reserves the right to monitor a service and suspend it if exceptionally high bandwidth usage is detected.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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            Fair Bandwidth Usage<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            The following does not fall under \u201cnormal usage\u201d: pure download sites, pure multimedia portals (this applies only to self-hosted solutions, not externally embedded content), legally questionable services (\u201clike\u201d shops, etc.), excessive (spam) email services (newsletter portals, etc.), and services designed for consistently high bandwidth usage.
            Of course, we do not hide behind terms of use or suspend you without reason. Fundamentally, we are your teammates and will always find a solution to meet your needs. Please also read the Terms and Conditions.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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            \u00a7 5 Package Usage<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            Servercow offers a variety of support and hosting packages within our regular office and support hours<\/strong>, Monday to Friday from 08:00 to 13:00 CET and 14:00 to 17:00 CET.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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            General Conditions for Support Packages<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            • Unused tickets expire at the end of each quarter and are non-transferable.<\/li>
            • A resolution for issues caused by third parties or third-party software cannot be guaranteed.<\/li>
            • Support Packages 1\u20133 renew automatically for an additional quarter, cancellation period: 1 month<\/strong>.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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              Support packages<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              1. Ticket Support (\u201cTier 1\u201d)<\/strong><\/p>

                Tickets:<\/strong> 3 per quarter (extendable).
                Response time:<\/strong> max. 1 day.
                Included:<\/strong> ticket support.
                Not included:<\/strong> phone and remote support.<\/p><\/li>

              2. Phone Support (\u201cTier 2\u201d)<\/strong><\/p>

                Tickets:<\/strong> 3 per quarter (extendable).
                Response time:<\/strong> max. 6 hours.
                Phone support:<\/strong> up to 30 minutes per quarter, reachable by call and validation.<\/p>

                Additional time:<\/strong> billed in 30-minute increments.<\/p><\/li>

              3. Remote Support (\u201cTier 3\u201d)<\/strong><\/p>

                Tickets:<\/strong> 6 per quarter (extendable).
                Response time:<\/strong> max. 4 hours.
                Phone & remote:<\/strong> up to 30 minutes per quarter (SSH or TeamViewer).
                Additional time:<\/strong> billed accordingly, the higher rate of the used support type always applies.<\/p><\/li>

              4. Emergency Support (\u201cTier 4\u201d)<\/strong><\/p>

                Service:<\/strong> one-time, not available for advance purchase.
                Contact:<\/strong> ticket or phone.
                Response time (ticket):<\/strong> max. 2 hours.
                Scope:<\/strong> 120 minutes of remote and phone support.
                Additional time:<\/strong> billed in 30-minute increments at the remote rate.<\/p><\/li><\/ol>

                <\/p>

                <\/p>

                1. \u00a0<\/li><\/ol>

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                  Hosting packages<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  1. shared mailcow (formerly mailcow Groupware)<\/strong><\/p>

                    Independent branch of the mailcow: dockerized variant. Support is provided exclusively via ticket for incident reports or restores. Feature requests are billed separately. Phone support is not included and can only be added starting from Support Tier 2.<\/p><\/li>

                  2. Managed mailcow<\/strong><\/p>

                    Dedicated mailcow: dockerized solution with full functionality. The customer assumes full administration and due diligence. Servercow handles hosting, maintenance and security. Each instance receives clean IPs that must be used responsibly. The customer is subject to the RFC-2142 requirement. If IP reputation deteriorates, a new IP may be assigned for a fee. Small adjustments (up to 10 minutes) are free of charge, larger ones by agreement.<\/p><\/li>

                  3. Domains<\/strong><\/p>

                    Domain hosting allows ownership and management by the customer. Unless otherwise specified, Servercow acts as the contact handle towards the registry. The DNS API can be used free of charge as long as at least one active domain service exists.<\/p><\/li>

                  4. Web hosting<\/strong><\/p>

                    Private and commercial use for the customer\u2019s own purposes. Content and security (e.g., CMS) are the full responsibility of the customer.<\/p><\/li>

                  5. Archiving services<\/strong><\/p>

                    Provision and maintenance of a Mailpiler-based archive after prior agreement. After handover, the customer is responsible for content and retention.<\/p><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                    \u00a7 6 Availability and Data Protection<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                    1. The continuous availability (hereinafter SLA<\/strong>) of Servercow services is not<\/strong> guaranteed unless otherwise agreed.<\/li>
                    2. An external backup<\/strong> of all data under the customer\u2019s control to a medium independent of Servercow<\/strong> is essential.
                      The retention<\/strong> period for managed mailcow backups is a maximum of two days but can be negotiated separately<\/strong>. With a managed mailcow product, the customer also has the option, under a contractual agreement, to have a backup<\/strong> set up on an external target server<\/strong>, for which they are solely responsible in terms of security.<\/li>
                    3. Servercow provides no<\/strong> guaranteed annual average availability without an explicit, mutually agreed written basis. In the event of unforeseeable<\/strong> hardware damage, there is no entitlement<\/strong>to any form of credit.<\/li>
                    4. An SLA<\/strong> can be implemented through an individual surcharge<\/strong> depending on project size and requires a separate written agreement.<\/li>
                    5. Free<\/strong> primary or additional services (e.g., complimentary inclusion of a domain, network storage, snapshots) arenot<\/strong> a fixed component of the booked service and may be removed from the offering or priced accordingly after prior notice.<\/li>
                    6. The network storage<\/strong> is operated with the highest care using redundant Ceph storage technology. Additionally, data mirroring is performed for email data (mailcow Groupware), DNS data and the web hosting infrastructure.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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                      \u00a7 7 Customer Information<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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                      Storage of Your Order Data<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      Your order<\/strong>, including details<\/strong> of the concluded contract (e.g., type of product, price, etc.), is stored<\/strong> by Servercow.
                      You can access the Terms and Conditions<\/strong> at any time on the Servercow website.<\/p>

                      If you wish to save the product description from the Servercow shop page for your own purposes, you may, for example, take a screenshot at the time of ordering or alternatively print the entire page.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                      Correction Notice<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      You can correct your entries at any time<\/strong> before submitting the order using the delete key. Servercow informs you of further correction options during the ordering process. You may also cancel the order process at any time by closing the browser window.<\/p>

                      Changes to customer information<\/strong> are carried out by Servercow only for a fee. The maintenance<\/strong> of this data is normally the responsibility of the customer.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                      Storage of Your Customer Data, Even After Contract Termination<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      Even after a contract is terminated, your customer account at Servercow will continue to exist and remain stored.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                      \u00a7 8 Statutory Warranty Rights<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      Statutory warranty rights apply to goods provided by Servercow.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                      \u00a7 9 Limitation of Liability<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      Servercow excludes<\/strong> liability for slightly negligent breaches of duty, unless<\/strong> such breaches concern essential contractual obligations, damages resulting from injury to life, body or health, guarantees or claims under the Product Liability Act.<\/p>

                      The same<\/strong> applies to breaches of duty by our vicarious agents and legal representatives.<\/p>

                      Essential contractual obligations particularly include the obligation to provide you with the product free of legal defects.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                      \u00a7 10 Changes to the Terms and Conditions<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      A modification of the Terms and Conditions<\/strong> by Servercow<\/strong> is permissible as long as the changes are reasonable for the customers.<\/p>

                      The customers<\/strong> must be informed<\/strong> of the changes and may lodge an objection within four weeks<\/strong>.<\/p>

                      An objection entitles Servercow to suspend<\/strong> the customer account in compliance with the applicable notice periods of the ordered service.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                      \u00a7 11 Termination<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                      1. Servercow services can be cancelled<\/strong> by the customer at any time<\/strong> or scheduled for cancellation at the next billing date<\/strong>.<\/li>
                      2. A service is automatically deactivated<\/strong> if no<\/strong> payment is made within 7 days<\/strong> after the invoice due date<\/strong>.
                        Upon receipt of payment, the service will be reactivated.
                        A maximum retention<\/strong> of the service of 14 days<\/strong> after the invoice due date is guaranteed.<\/li>
                      3. A pro-rata refund<\/strong> is not<\/strong> possible if the customer requests an immediate<\/strong> cancellation.<\/li>
                      4. Any<\/strong> service or server will be completely<\/strong> deleted upon cancellation by the customer or by Servercow.<\/li>
                      5. Domains must be cancelled at least 31 days before<\/strong> the next billing date. If no timely cancellation is made, the contract automatically renews<\/strong> for another year<\/strong>, as the domain renews and the costs must be borne<\/strong> by the customer, regardless of further use of the domain.<\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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                        \u00a7 12 Place of Jurisdiction<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                        The exclusive place of jurisdiction for all disputes arising from this contract is the registered office of Servercow, provided you are a merchant.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                        Cancellation Policy \u2013 Right of Withdrawal<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                        You have the right to withdraw from this contract within fourteen days<\/strong> without stating any reason.<\/p>

                        The withdrawal period is fourteen days from the date of conclusion of the contract.<\/p>

                        To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or an email).<\/p>

                        To meet the withdrawal deadline, it is sufficient that you send the notification of exercising your right of withdrawal before the withdrawal period expires.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                        Consequences of Withdrawal<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                        If you withdraw from this contract, Servercow must refund all<\/strong> payments received from you, including delivery costs (except additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by Servercow), without delay and at the latest within fourteen days from the day on which Servercow received your withdrawal notice.<\/p>

                        For this refund, Servercow will use the same payment method that you used in the original transaction, unless expressly agreed otherwise with you.<\/p>

                        Under no circumstances will you be charged any fees for this refund.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

                        Allgemeine Gesch\u00e4ftsbedingungen und Widerruf \u00a7 1 Geltungsbereich, Kundeninformationen Die folgenden Allgemeinen Gesch\u00e4ftsbedingungen regeln das Vertragsverh\u00e4ltnis zwischen Servercow und den Verbrauchern und Unternehmern, die \u00fcber unseren Shop Waren und Dienstleistungen beziehen. Entgegenstehende oder von unseren Gesch\u00e4ftsbedingungen abweichende Bedingungen des Unternehmers werden von uns nicht anerkannt. Die Vertragssprache ist Deutsch. \u00a7 2 Vertragsschluss Die Angebote im Internet […]<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":530,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-50","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/pages\/50","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/comments?post=50"}],"version-history":[{"count":64,"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/pages\/50\/revisions"}],"predecessor-version":[{"id":3920,"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/pages\/50\/revisions\/3920"}],"wp:attachment":[{"href":"https:\/\/servercow.de\/en\/wp-json\/wp\/v2\/media?parent=50"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}