General Terms of Service

1. Who we are and definitions

The provider is Eurhosting SHPK, a company incorporated under Albanian law, NIPT M52305043P, with its registered office in Sallmone, Shijak – Durrës (Albania), email info@eurhosting.net ("Eurhosting").

• Customer: any natural or legal person who orders a service.
• Consumer: a Customer who is a natural person acting for purposes outside their trade, business or profession.
• Business Customer: any Customer who is not a Consumer.
• Service: the product purchased (shared hosting, VPS, dedicated server, reseller plan, domain name, backup storage or other).
• Client Area: the panel at manage.eurhosting.net where the Customer orders, pays for and manages services.
• Period: the billing term chosen when ordering (monthly, quarterly, six-monthly, annual or multi-year).

2. Structure of the contract

The contract consists of the following documents, in order of precedence:

1. the confirmed order, stating the price and features of the Service;
2. the Specific Terms of the Service (Shared Hosting, VPS, Dedicated Servers, Reseller and Web Agency);
3. these General Terms;
4. the Privacy Notice and, for the data the Customer processes on the Services, the Data Processing Agreement (DPA).

In the event of conflict, the document higher in the list prevails. The documents are published in several languages; in the event of any discrepancy, the English version prevails, unless the law applicable to the Consumer provides otherwise.

3. Formation of the contract and account

• The contract is formed when Eurhosting confirms the order and the Customer pays the first invoice. Before ordering, the Customer must expressly accept these Terms and the Privacy Notice.
• The Customer shall provide true, complete and up-to-date information, including tax details. Eurhosting may request an identity document or verification of the payment method, and may refuse or cancel a suspicious order, refunding any amount paid.
• The Customer shall keep the credentials for the Client Area and the Services safe and is responsible for any use made of them. We recommend enabling two-factor authentication.
• Each account is for a single holder. The contract may not be assigned without Eurhosting's written consent.

4. Prices and taxes

• Prices are those shown at the time of ordering, in euros.
• EU Business Customers with a valid VAT number: invoices are issued without VAT under the reverse charge mechanism; the Customer accounts for VAT in its own country.
• Consumers: the prices shown are inclusive of VAT.
• Eurhosting may change prices for future renewals by giving at least 30 days' notice by email. A Customer who does not accept the change may cancel before renewal at no cost. The price of a Period already paid does not change.

5. Invoicing and payment

• All Services are payable in advance for the entire Period.
• Accepted payment methods: credit or debit card (via Stripe) and bank transfer. Card data is handled by Stripe; Eurhosting does not store it.
• The renewal invoice is issued before the end of the Period. If the Customer has saved a card, it is charged automatically on the expiry date; if the charge fails, it is retried after 3 days and after 7 days.
• Invoices are issued in electronic form (PDF) and remain available in the Client Area.
• Credit held on the account is used to pay future invoices and cannot be converted into cash, save for the refunds provided for in section 8.

6. Term and automatic renewal

• Each Service runs for the chosen Period and renews automatically for an equal Period unless cancelled.
• The Customer may cancel at any time from the Client Area or by opening a ticket. Cancellation takes effect at the end of the Period already paid; until then the Service remains active.
• Domain names are subject to the rules of the registry for their extension and are renewed only if the renewal invoice is paid before expiry.

7. Non-payment

If an invoice remains unpaid after its due date, Eurhosting may:

1. send payment reminders by email;
2. suspend the Service from the seventh day after the due date (for Dedicated Servers: from the third day);
3. terminate the Service and delete the data from the thirtieth day after the due date (for Dedicated Servers: from the seventh day).

A suspended Service is reactivated within one business day of payment. Once deleted, data can no longer be recovered. Amounts for Services already provided remain payable.

8. Consumer's right of withdrawal

• A Consumer resident in the EU may withdraw from the contract within 14 days of its conclusion, without giving any reason, by writing to info@eurhosting.net or by opening a ticket. The Consumer may use the model form at the bottom of this page.
• By requesting immediate activation, the Consumer asks for the Service to begin before the end of the 14-day period. If the Consumer then withdraws, they pay only for the part of the Service already provided, calculated pro rata by day.
• The registration or transfer of a domain name is a personalised service performed immediately at the Consumer's request: once completed, it is not refundable.
• Third-party software licences (for example KeyHelp Pro, operating systems) are not refundable once delivered, if the Consumer expressly accepted this condition when ordering.
• Refunds are made within 14 days of the request, using the same payment method as was used for the original payment.

9. Business Customers: no right of withdrawal

The right of withdrawal under section 8 applies to Consumers only. A Business Customer has no right of withdrawal and no right to a refund for a Period already paid: it may only cancel the Service with effect from the end of the current Period, as provided in section 6.

10. Acceptable use

The Customer shall use the Services in compliance with the law and is responsible for all content and activities on the Services, including those of its own end customers. In particular, the following are prohibited:

• sending spam or unsolicited email, hosting purchased mailing lists, or leaving open SMTP relays or proxies;
• phishing, malware, botnets, fraud, and counterfeit websites or websites imitating other brands;
• cyber attacks, scanning third-party networks, and unauthorised load testing;
• illegal content, child sexual abuse material, incitement to hatred or violence, and infringements of copyright and trade marks;
• gambling without the required authorisations;
• cryptocurrency mining, unless the Specific Terms permit it;
• any use that jeopardises the stability, security or reputation of the IP addresses of our network.

In the event of a breach, Eurhosting may remove the content, restrict or suspend the Service — without notice where there is a risk to third parties or to the network — and terminate the contract in serious or repeated cases. The costs of delisting IP addresses blacklisted through the Customer's fault may be charged to the Customer.

11. Reports and requests from authorities

Anyone may report abuse to abuse@eurhosting.net. Eurhosting handles reports in accordance with the EU Digital Services Act (DSA) to the extent applicable, informs the Customer and gives it an opportunity to respond, save in cases of urgency or where prohibited by law. Eurhosting cooperates with the competent authorities where required by law.

12. Availability, maintenance and support

• Eurhosting works to keep the Services available in line with the targets stated in the Specific Terms. These targets do not constitute a guaranteed SLA.
• Scheduled maintenance is announced at least 48 hours in advance where possible and is preferably carried out at night (Central European Time). Urgent security work may be carried out without notice.
• Support is requested by opening a ticket from the Client Area. The Specific Terms state what is included.

13. Backups and Customer data

The Customer remains the owner of its data and is responsible for keeping up-to-date copies outside the Services. Any backups included in a Service are an aid and do not replace the Customer's own copies, unless a dedicated backup service has been purchased. When the Service ends the data is deleted: the Customer must download it beforehand.

14. Personal data protection

• For the Customer's data (account, billing, support), Eurhosting is the data controller, as described in the Privacy Notice.
• For the data the Customer uploads to the Services, Eurhosting is the data processor within the meaning of Article 28 of the GDPR, in accordance with the DPA published on the website, which forms part of the contract. The Customer remains the data controller of that data.
• The Services are provided from data centres in the European Union. The providers used (sub-processors) are listed in the DPA.

15. Liability

• Eurhosting is liable for damage caused by wilful misconduct or gross negligence and for damage whose limitation is not permitted by law.
• In all other cases, towards Business Customers, Eurhosting is not liable for loss of profit, loss of data, loss of business or loss of reputation, and its total liability is limited to the amount paid by the Customer for the affected Service in the 12 months preceding the event.
• Towards Consumers, the protections provided by the law of their country remain unaffected.
• Eurhosting is not liable for interruptions due to force majeure: events beyond its reasonable control, such as failures of third-party networks, large-scale cyber attacks, widespread power outages, natural disasters, wars, and orders of public authorities.

16. Suspension and termination

• Eurhosting may suspend a Service without notice in the event of a serious breach, a security risk, an order from an authority or non-payment as set out in section 7.
• Eurhosting may terminate a Service for other reasons by giving 30 days' notice by email, refunding the unused part of the Period.
• In the event of termination for a serious breach by the Customer, no refund of the current Period is due.

17. Changes to the Terms

Eurhosting may update these Terms. Changes are notified by email at least 30 days before they take effect and apply from the next renewal. A Customer who does not accept them may cancel at no cost before that date. Changes required by law or for security reasons may take effect immediately.

18. Governing law and jurisdiction

• The contract is governed by the law of the Republic of Albania.
• The Court of Tirana has exclusive jurisdiction over disputes with Business Customers.
• Consumers retain the mandatory protections of the law of their country of residence and may bring proceedings before the courts of their place of domicile.

19. Communications

Communications to Eurhosting are made by opening a ticket from the Client Area or by writing to info@eurhosting.net. Eurhosting writes to the email address registered on the account, which the Customer must keep up to date.

Model withdrawal form (Consumers only)