Acceptable Use Policy (AUP) - RaiaWeb

Version 1.0 - Last updated: 11 June 2026

Courtesy translation. This English version is provided for convenience only. In the event of any discrepancy, the Portuguese version prevails.

This Acceptable Use Policy ("AUP") forms an integral part of RaiaWeb's Terms and Conditions of Service and applies to all Services - shared hosting, virtual private servers (VPS), email, domains and related services. Capitalised terms have the meaning defined in the Terms and Conditions.

Provider: Alex Nabais Gomes (RaiaWeb) · NIF 268386625 · Rua da Fonte Mestre, N.º 22, 6320-637 Soito, Portugal

1. General Principle

The Services must be used lawfully, responsibly and without harming RaiaWeb, the infrastructure, other clients or third parties. The Client is responsible for all use made through its Services, including by users, staff or customers to whom it grants access.

2. Prohibited Content

It is forbidden to host, publish, transmit or distribute through the Services:

2.1. Unlawful content under Portuguese or European Union law, including: child sexual abuse material (zero tolerance - see clause 7.4); terrorist content or content inciting hatred or violence; illegal gambling; sale of illegal products or substances.

2.2. Intellectual property infringements: unauthorised distribution of protected works (warez, illegal streaming, cracks, keygens, serial numbers), counterfeiting and sale of counterfeit products.

2.3. Fraudulent content: phishing, pages imitating third-party brands, banks or services, fraudulent schemes, fake shops and misleading commercial practices.

2.4. Unlawfully obtained personal data: stolen databases, credential lists ("combos"), unauthorised disclosure of third parties' personal data (doxxing).

2.5. Defamatory or harassing content directed at identified or identifiable persons.

2.6. Malicious software and attack infrastructure: malware, exploits, ransomware, command-and-control (C2) servers, botnet components or tools designed for unauthorised access to systems.

2.7. Adult content on shared hosting plans, even where lawful.

3. Prohibited Activities

It is forbidden to use the Services to:

3.1. Send spam or unsolicited bulk electronic communications, including the use of contact lists purchased or collected without consent (see clause 4).

3.2. Attacks and intrusions: launch or participate in denial-of-service attacks (DoS/DDoS), port scans, brute-force attempts, spoofing, exploitation of vulnerabilities or any unauthorised access to third-party systems.

3.3. Operate open mail relays, open proxies, open DNS resolvers or other services liable to be abused by third parties, as well as Tor exit nodes.

3.4. Cryptocurrency mining or other computationally intensive workloads unrelated to the purpose of the service.

3.5. Circumvent technical limits, quotas or security mechanisms of the infrastructure, or interfere with other clients' service.

3.6. Resell the Services to third parties, except on plans expressly intended for reselling or with RaiaWeb's written authorisation. On VPS, providing services to third parties is permitted, with the Client remaining fully responsible for such use.

4. Email Rules

4.1. Email sending must comply with the technical limits of the purchased plan and with applicable law, including the rules on unsolicited communications (Article 13-A of Law no. 41/2004).

4.2. Legitimate email campaigns (newsletters, marketing) are permitted only to recipients who have given consent, or in the other cases provided by law, with sender identification and a working opt-out mechanism in every message.

4.3. For volume sending, correct configuration of SPF, DKIM and DMARC and proper handling of bounces and unsubscribes are mandatory.

4.4. RaiaWeb may limit, filter, suspend sending or block email ports where there are indications of abuse, recipient complaints or an impact on the reputation of shared IP addresses.

5. Service-Specific Rules

5.1. Shared hosting (cPanel)

• The resource limits and fair use provisions of clause 12 of the Terms and Conditions apply (CPU, RAM, I/O, inodes, processes, storage and traffic);
• Running daemons or persistent processes, game servers, proxy/VPN servers, torrent clients or trackers is forbidden;
• Storage is intended exclusively for the content of the hosted site/service - it may not be used as a repository for personal backups or unrelated files;
• Poorly optimised scripts or scripts with abnormal consumption may be limited or interrupted to protect other clients.

5.2. Virtual private servers (VPS)

• The Client administers the server and is fully responsible for its configuration, updates and security, including the operating system and installed applications;
• The server must be kept protected against abuse by third parties (no open relays, open resolvers or open proxies - clause 3.3);
• The Client is responsible for the reputation of the IP addresses assigned to it; listing on blocklists due to abuse may result in suspension until the situation is resolved;
• RaiaWeb does not access the contents of the VPS, except at the Client's request (support) or where legally required, and reserves the right to suspend the server in the event of abuse detected originating from it.

6. Security - Client Duties

6.1. The Client must keep its applications up to date (CMS, plugins, dependencies), use strong passwords and protect access credentials.

6.2. Compromised accounts or services (for example, infected sites sending spam or serving malware) may be suspended immediately to contain damage, without this constituting a breach by RaiaWeb. RaiaWeb cooperates with the Client in identifying the problem; cleaning and remediation are the Client's responsibility, and RaiaWeb may provide that service subject to a quotation.

6.3. The Client must inform RaiaWeb, as soon as possible, of any security incident of which it becomes aware that affects the Services.

7. Enforcement of this Policy

7.1. Where there are indications of a violation, RaiaWeb acts in a diligent, objective and proportionate manner, with human review of decisions, under clause 10.5 of the Terms and Conditions and Regulation (EU) 2022/2065 (DSA).

7.2. Whenever reasonable, the Client is notified and given a period to remedy the situation. In cases of serious risk - infrastructure security, manifest illegality, order from a competent authority - suspension may be immediate and without prior notice.

7.3. Restrictions applied are communicated to the Client with the respective statement of reasons, unless legally prevented, and the Client may respond and contest them through the ticket system.

7.4. Child sexual abuse material and other manifestly criminal content: immediate removal or blocking, preservation of evidence and reporting to the competent authorities, as required by law.

7.5. Serious or repeated violations may result in termination of the contract under clause 23 of the Terms and Conditions, without prejudice to the Client's civil or criminal liability. The Client is liable for damage caused to RaiaWeb by violation of this AUP, including mitigation costs and fines or penalties imposed by third parties (infrastructure providers, blocklists, payment entities).

8. Abuse Reports

Anyone may report content or activities violating this AUP or the law via privacy@raiaweb.pt, under clause 11 of the Terms and Conditions (elements of the notice, acknowledgement of receipt and reasoned decision).

9. Changes

This AUP may be updated under clause 24 of the Terms and Conditions - material changes are communicated 30 days in advance. The version in force, with its date, is permanently published on the Website.

Contact: support@raiaweb.pt · Abuse reports: privacy@raiaweb.pt