Terms of Service

Welcome to PumaGate. These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and PumaGate ("Company," "we," "us," or "our") governing your access to and use of the PumaGate platform, including any associated software, services, and documentation (collectively, the "Service").

By accessing or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

PumaGate provides a cloud-based Zero Trust Access platform that enables users to:

• Securely access SSH, RDP, VNC, databases, web applications, and Secure Network Access tunnels
• Authenticate using your existing identity provider (SSO, SAML, OIDC)
• Record and audit all access sessions for compliance
• Implement just-in-time access with approval workflows
• Manage role-based access control across your infrastructure
• Access all resources through a browser without client software

The Service is provided on a subscription basis with different plan tiers offering varying features, capabilities, and support levels as described on our pricing page.

3.1 Account Registration

To use the Service, you must create an account by providing accurate, complete, and current information. You are responsible for maintaining the accuracy of this information.

3.2 Account Security

You are responsible for safeguarding your account credentials and for all activities that occur under your account. You agree to:

• Use a strong, unique password for your account
• Enable multi-factor authentication when available
• Immediately notify us of any unauthorized access or security breaches
• Not share your account credentials with third parties

3.3 Account Requirements

• You must be at least 18 years old to create an account
• You must provide a valid email address for account communications
• Business accounts must be registered by an authorized representative

4.1 Permitted Use

You may use the Service only for lawful purposes and in accordance with these Terms. You agree to use the Service solely for accessing your own infrastructure — SSH servers, RDP hosts, databases, and web applications — or infrastructure for which you have explicit authorization from the owner.

4.2 Prohibited Activities

You agree NOT to:

• Use the Service to access systems, databases, or applications without proper authorization
• Attempt to bypass RBAC policies, MFA requirements, or access controls enforced by the gateway
• Tamper with session recordings, audit logs, or access metadata
• Attempt to gain unauthorized access to any part of the Service or other customers' data
• Interfere with or disrupt the Service, the gateway infrastructure, or other users' sessions
• Reverse engineer, decompile, or disassemble any part of the Service
• Use the Service to transmit malware, viruses, or malicious code to target resources
• Resell, redistribute, or sublicense the Service without authorization
• Use automated tools to scrape or extract data from the Service
• Violate any applicable laws, regulations, or third-party rights

4.3 Fair Use

Each plan includes specific resource allocations — users, connected resources (SSH servers, RDP hosts, databases, web apps), and session recording retention. Excessive usage beyond your plan's limits may result in service throttling, upgrade requirements, or additional charges. See our pricing page for plan-specific limits.

5.1 Rate Limiting

PumaGate may apply rate limits to API requests, web application proxy traffic, and other Service endpoints to ensure platform stability and fair usage across all customers. Rate-limited requests will receive an HTTP 429 ("Too Many Requests") response and may be retried after the period indicated in the response headers.

5.2 Concurrent Session Limits

PumaGate reserves the right to impose limits on the number of simultaneous active sessions (SSH, RDP, VNC, database, web app, network access) per user or per organisation. These limits may be adjusted based on overall platform usage to protect our infrastructure and all customers. If a limit is reached, new session requests will be denied until existing sessions are closed; no active sessions will be forcibly terminated as a result of limit enforcement.

5.3 Right to Adjust

We reserve the right to introduce, modify, or remove rate limits and session limits at any time to safeguard platform performance, prevent abuse, and ensure equitable resource sharing. Material changes will be communicated with reasonable advance notice (minimum 30 days for reductions in existing limits). Customers requiring guaranteed higher limits may contact sales for a custom agreement.

6.1 Subscription Fees

Paid plans require payment of subscription fees as described on our pricing page. All fees are quoted in US Dollars unless otherwise specified.

6.2 Billing

• Subscriptions are billed in advance on a monthly or annual basis
• Annual subscriptions include a discount and are non-refundable
• Usage-based charges (if applicable) are billed in arrears
• All payments are processed through our secure payment provider (Stripe)

6.3 Price Changes

We reserve the right to modify pricing with 30 days advance notice. Price changes will take effect at the start of your next billing period.

6.4 Refunds

• Monthly subscriptions: No refunds for partial months
• Annual subscriptions: Pro-rata refund within the first 30 days
• Refund requests should be sent to support@pumagate.com

6.5 Taxes

Fees are exclusive of applicable taxes. You are responsible for paying all taxes associated with your use of the Service, except for taxes based on our net income.

7.1 Our Intellectual Property

The Service, including all software, content, features, and functionality, is owned by PumaGate and protected by copyright, trademark, and other intellectual property laws. You are granted a limited, non-exclusive, non-transferable license to use the Service in accordance with these Terms.

7.2 Trademarks

"PumaGate," our logo, and other marks are trademarks of PumaGate. You may not use our trademarks without prior written permission.

7.3 Feedback

Any feedback, suggestions, or ideas you provide about the Service may be used by us without any obligation to compensate you. You grant us a perpetual, worldwide, royalty-free license to use such feedback.

8.1 Your Data

You retain all ownership rights to the data you submit to the Service ("Customer Data"), including session recordings (SSH keystrokes, RDP screen captures, VNC screen captures, database queries, web app requests), access logs, resource configurations, and RBAC policies. You grant us a limited license to process, store, and display your Customer Data solely to provide the Service.

8.2 Resource Credentials

Credentials for target resources (SSH keys, database passwords, RDP credentials, VNC credentials) that you configure in PumaGate are securely stored and used exclusively for credential injection during authorized sessions. These credentials are never exposed to end users or shared with third parties.

8.3 Data Processing

Our handling of personal data is governed by our Privacy Policy. For customers subject to GDPR, we offer Data Processing Agreements upon request.

8.4 Data Export

You may export your Customer Data — including session recordings, audit logs, and access policies — at any time using our export features or by contacting support. Upon account termination, you have 30 days to export your data before it is permanently deleted.

8.5 Aggregated Data

We may create anonymized, aggregated data from Customer Data for analytics, benchmarking, and service improvement purposes. Such aggregated data will not identify you, your organization, or your infrastructure.

9.1 Service Warranty

We warrant that the Service will perform substantially in accordance with its documentation. Our sole obligation for breach of this warranty is to use commercially reasonable efforts to correct the non-conformity.

9.2 Security Disclaimer

PumaGate provides a Zero Trust access layer but does not guarantee the security of your underlying target resources. You remain responsible for securing your SSH servers, RDP hosts, databases, and web applications independently of the gateway.

9.3 General Disclaimer

We do not warrant that the Service will be uninterrupted, error-free, or completely secure. We are not responsible for delays, failures, or problems inherent in the internet or electronic communications.

10.1 Exclusion of Damages

TO THE MAXIMUM EXTENT PERMITTED BY LAW, PUMAGATE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE.

10.2 Liability Cap

OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID TO US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM, OR ONE HUNDRED US DOLLARS ($100), WHICHEVER IS GREATER.

10.3 Exceptions

The limitations in this section do not apply to liability arising from: (a) willful misconduct or gross negligence, (b) violation of intellectual property rights, or (c) obligations that cannot be limited under applicable law.

11.1 Termination by You

You may terminate your account at any time through your account settings or by contacting support. Termination will take effect at the end of your current billing period.

11.2 Termination by Us

We may suspend or terminate your access to the Service if:

• You breach these Terms and fail to cure the breach within 30 days of notice
• Your payment method fails and is not updated within 14 days
• You use the gateway to access systems without authorization or engage in prohibited activities
• You attempt to tamper with session recordings, audit logs, or access controls
• Required by law or to protect the security of the Service or other customers

11.3 Effect of Termination

Upon termination:

• Your access to the Service will cease immediately
• You have 30 days to export your data before permanent deletion
• Sections relating to intellectual property, limitation of liability, and dispute resolution survive termination

We may modify these Terms at any time. We will provide notice of material changes by:

• Posting the updated Terms on our website
• Sending an email to account administrators
• Displaying a notice in the Service dashboard

Changes become effective 30 days after notice, unless the changes address new features or legal requirements, in which case they take effect immediately. Your continued use of the Service after the effective date constitutes acceptance of the modified Terms.

If you have any questions about these Terms, please contact us:

• Email: support@pumagate.com
• Support: support@pumagate.com
• Address: PumaGate, 20-22 Wenlock Road, London, N17GU

For urgent legal matters, please include "URGENT" in your email subject line.