Terms and Conditions of Service - RaiaWeb
Version 2.0 - 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 (clause 27.5).
1. Service Provider Identification
These Terms and Conditions of Service ("Terms") govern the purchase and use of the services provided by:
- Name: Alex Nabais Gomes, sole trader, operating under the commercial name "RaiaWeb"
- Tax number (NIF): 268386625
- Professional address: Rua da Fonte Mestre, N.º 22, 6320-637 Soito, Portugal
- Contact email: support@raiaweb.pt
- Website: https://raiaweb.pt
hereinafter "RaiaWeb".
2. Definitions
- Client: natural or legal person who purchases RaiaWeb's Services.
- Consumer: a Client who is a natural person acting for purposes outside their trade, business, craft or profession (Article 3 of Decree-Law no. 24/2014).
- Business Customer: a Client contracting within the scope of their trade, business, craft or profession, including legal persons.
- Services: web hosting (shared hosting), virtual private servers (VPS), domain registration and management, SSL certificates, email, web design and development, consulting and related services, as described on the Website and in the Client Area.
- Digital Services: services allowing the Client to create, process, store or access data in digital form, within the meaning of Decree-Law no. 84/2021.
- Client Area: the online panel provided by RaiaWeb for managing services, billing and support.
- AUP: Acceptable Use Policy.
- SLA: Service Level Agreement.
- DPA: Data Processing Agreement (Article 28 GDPR).
- Personal Data: information relating to an identified or identifiable natural person, within the meaning of the GDPR.
3. Subject Matter, Contractual Documents and Hierarchy
3.1. These Terms govern the contractual relationship between RaiaWeb and the Client regarding the Services purchased.
3.2. Depending on the service, the contract comprises: (a) the specific service conditions, accepted proposal or quotation; (b) these Terms; (c) the AUP; (d) the SLA; (e) the Domain and SSL Certificate Terms; (f) the DPA, where applicable; (g) the Privacy Policy and the Cookie Policy. In the event of conflict, the most specific document applicable to the service in question prevails.
3.3. The version of the Terms accepted by the Client at the time of purchase is recorded and available for consultation in the Client Area. RaiaWeb keeps a record of acceptance (date, time and session identification).
4. Client Account, Accuracy of Data and Credentials
4.1. The Client undertakes to provide true, complete and up-to-date information, including identification, contact details and tax number for invoicing purposes.
4.2. The Client is responsible for keeping their access credentials confidential. Unless proven otherwise, operations carried out with the Client's credentials are presumed to have been performed by the Client or with their authorisation. The Client must immediately notify RaiaWeb of any unauthorised use or compromise of the account, and the presumption ceases as from that notification.
4.3. RaiaWeb recommends enabling two-factor authentication (2FA) and may require additional identity verification to prevent fraud or abuse.
5. Ordering and Formation of the Contract
5.1. Online ordering follows these steps: service selection → configuration and cart → order review, with the ability to identify and correct input errors → express acceptance of these Terms and of the applicable documents → payment → confirmation.
5.2. RaiaWeb confirms receipt of the order by email without undue delay. The contract is concluded upon the sending of the order confirmation.
5.3. Activation of the Services generally takes place after successful payment: hosting is typically activated automatically and immediately; domain registration depends on availability and confirmation by the competent registry; professional services start within the agreed deadlines.
5.4. The contract is concluded in Portuguese. Where a version in another language is made available, the Portuguese version prevails.
6. Prices, Taxes and Payment
6.1. RaiaWeb benefits from the VAT exemption scheme provided for in Article 53 of the Portuguese VAT Code, so the prices displayed do not include VAT and no VAT is added; invoices bear the legal mention «IVA - regime de isenção» (VAT - exemption scheme). Should RaiaWeb's tax status change and VAT become due, prices will reflect the tax at the legal rate in force, and the change will be communicated and applied in accordance with clause 6.3.
6.2. Services are invoiced in advance, according to the chosen billing cycle (monthly, annual or other). The available payment methods are shown during the ordering process.
6.3. Price changes: RaiaWeb may revise its prices, notifying the Client at least 30 days before the renewal date. Changes never apply to periods already paid. If the Client does not accept the new price, they may cancel the service with effect at the end of the current period, at no additional cost.
6.4. In the event of non-payment, clause 23 (suspension and termination) applies.
7. Duration, Automatic Renewal and Cancellation by the Client
7.1. Each service runs for the period purchased and renews automatically for equal periods, unless cancelled.
7.2. RaiaWeb sends the Client, by email, advance renewal notice stating the service, the renewal date and the applicable price, with the following minimum notice: 7 days for monthly cycles; 14 days for other cycles of up to one year; 30 days for multi-year cycles.
7.3. The Client may cancel the renewal at any time through the Client Area, up to the day before the renewal date. Cancellation takes effect at the end of the period already paid, with no refund of the current period, without prejudice to the right of withdrawal (clause 8) and the Client's other statutory rights.
8. Right of Withdrawal (Consumers)
8.1. The Consumer has a period of 14 calendar days from the conclusion of the contract to withdraw from it freely, without giving any reason, under Decree-Law no. 24/2014.
8.2. To exercise this right, it suffices to communicate the decision unequivocally, by email to support@raiaweb.pt, optionally using the form in Annex A. RaiaWeb confirms receipt of the communication.
8.3. The refund is made within 14 days of the communication, using the same means of payment, at no cost to the Consumer.
8.4. Continuous services (hosting, VPS, email): if the Consumer expressly requests that performance begin during the withdrawal period and then exercises this right, an amount proportional to the period elapsed up to the communication is due, and the remainder is refunded.
8.5. Services performed immediately and in full (registration, renewal or transfer of domains; issuance of SSL certificates; one-off services completed): the right of withdrawal lapses upon full performance of the service, where such performance was preceded by the Consumer's prior express consent and acknowledgement that the right of withdrawal is lost once the service is fully performed. Such consent and acknowledgement are collected during the ordering process.
8.6. Web design and development: if, at the Consumer's express request, work begins during the withdrawal period, withdrawal entails payment of the amount proportional to the work already performed; once the project is fully completed under the conditions of the previous paragraph, the right of withdrawal lapses.
8.7. This clause does not apply to Business Customers.
9. Commercial Money-Back Guarantee and Cancellation Policy
9.1. 14-day money-back guarantee: on the first purchase of a shared hosting plan, any Client (Consumer or Business Customer) may request cancellation and a full refund within the first 14 days. This commercial guarantee is in addition to the Consumer's statutory rights and does not limit them. Excluded from the guarantee: domains, SSL certificates, third-party software licences and services already performed; where the purchase includes a free domain registration, its cost is deducted from the refund.
9.2. Renewals: non-refundable after the start of the new cycle, without prejudice to the Client's statutory rights and to clause 6.3.
9.3. Domains, SSL certificates, licences and performed services (migrations, consulting, technical hours): non-refundable after performance, without prejudice to clause 8 and other statutory rights.
9.4. Credits granted under the SLA are provided as account credit, not convertible into money - without prejudice to the rights conferred on the Consumer by law, in particular under Decree-Law no. 84/2021.
10. Acceptable Use and Content Moderation
10.1. It is forbidden to use the Services to host, publish or transmit unlawful content, content infringing copyright, trademarks or other third-party rights, or defamatory content or content inciting hatred or violence.
10.2. It is forbidden to use the Services for spam or unsolicited bulk messaging, phishing, malware distribution, botnets, cyberattacks (DDoS, scans, brute force), cryptocurrency mining or any activities that compromise the security or stability of the infrastructure or of third parties.
10.3. Email sending must comply with the technical limits of the plan, authentication best practices (SPF, DKIM, DMARC) and the legislation applicable to electronic communications (Law no. 41/2004). RaiaWeb may limit, filter or suspend the email service where there are indications of abuse.
10.4. The detailed rules are set out in the Acceptable Use Policy (AUP), which forms an integral part of the contract.
10.5. Moderation transparency (Article 14 of Regulation (EU) 2022/2065 - DSA): RaiaWeb may restrict, suspend or remove content or accounts that breach the law or the AUP. Decisions are taken in a diligent, objective and proportionate manner, with human review - RaiaWeb does not use solely automated moderation decisions - and having regard to the rights and legitimate interests of all involved. Unless legally prevented, restrictions are communicated to the Client with the respective statement of reasons, and the Client may respond and contest them through the ticket system.
10.6. Whenever reasonable, RaiaWeb grants a period to remedy the situation before suspending. In cases of serious risk (infrastructure security, manifest illegality, order from a competent authority), suspension may be immediate.
11. Reporting Illegal Content (Notice-and-Action - Article 16 DSA)
11.1. Any person or entity may notify RaiaWeb of the presence of allegedly illegal content hosted on its Services, via the email privacy@raiaweb.pt or the form available on the Website.
11.2. The notice must contain: (a) a sufficiently substantiated explanation of the reasons why the content is considered illegal; (b) the exact electronic location (URL); (c) the name and email address of the notifier, except in legally exempted cases; (d) a statement of good faith as to the accuracy of the information provided.
11.3. RaiaWeb confirms receipt of the notice, reviews it in a timely, diligent and non-arbitrary manner, and communicates its decision to the notifier with the respective statement of reasons.
11.4. Single points of contact (Articles 11 and 12 DSA): for Member State authorities, the European Commission and the Board, as well as for recipients of the services: privacy@raiaweb.pt. Communications may be made in Portuguese or English.
12. Resources, Limits and Fair Use
12.1. Plans are subject to technical limits (CPU, RAM, I/O, inodes, processes, storage, traffic and email sending), as described in the specific conditions of each plan.
12.2. Usage affecting the stability of the server or of other clients may be throttled, have processes suspended or be migrated, with the Client being notified and possibly advised to upgrade. Persistent processes, unoptimised scripts or abnormal peaks may be interrupted to protect the infrastructure.
12.3. Storage is intended exclusively for the content of the hosted site or service; use as a repository for personal files, unrelated archives or backups unrelated to the service may be restricted.
13. Service Levels (SLA)
13.1. RaiaWeb provides an availability target of 99.9% per year for hosting services, excluding: scheduled maintenance (announced at least 48 hours in advance), urgent security maintenance, failures of networks or services external to the hosting infrastructure, acts or omissions of the Client, and force majeure.
13.2. For downtime attributable to RaiaWeb, proportional credits may be granted under the SLA document. Credit requests must be submitted within 30 days of the occurrence.
14. Backups
14.1. RaiaWeb performs daily backups with retention of up to 7 days, on a best-effort basis. RaiaWeb's backups are a complementary measure and do not replace the Client's own backups, which the Client is responsible for keeping.
14.2. Restores requested by the Client may incur costs, indicated in advance. Restores are free of charge where the data loss is attributable to RaiaWeb.
15. Domains
15.1. Domain registration, renewal and transfer are subject, in addition to these Terms, to the rules of the competent registration entities: ICANN policies (including the transfer policy and expiration notices) for international domains, and the .pt Registration Rules (DNS.pt) for .pt domains, as well as RaiaWeb's Domain and SSL Certificate Terms.
15.2. The Client undertakes to keep registration data (registrant, contacts) accurate and up to date. Inaccurate data may lead to suspension or cancellation of the domain by the competent entities.
15.3. RaiaWeb sends expiration notices to the Client's email. Domains not renewed may enter a quarantine/redemption period, and recovery is subject to the additional fees imposed by the registration entities.
15.4. Completed registrations, renewals and transfers are non-refundable, under clauses 8.5 and 9.3.
15.5. Disputes concerning .pt domains may be submitted to ARBITRARE - Arbitration Centre for Industrial Property, Domain Names, Company Names and Denominations (https://www.arbitrare.pt).
16. SSL Certificates
Unless otherwise indicated, the certificates provided are of the DV (Domain Validation) type. OV/EV certificates require additional documentation and are subject to validation by the partner certificate authorities. Issuance of the certificate constitutes full performance of the service.
17. Migrations and Professional Services
17.1. Migrations between providers are performed on a best-effort basis and may incur costs, indicated in advance. Full compatibility of applications, configurations and data is not guaranteed.
17.2. Professional services (development, optimisation, hardening, devops) are quoted case by case. Indicated deadlines are estimates, unless otherwise agreed in writing.
18. Technical Support
18.1. Support is provided through the ticket system in the Client Area, with ticket submission available 24/7 and an average response time of 8 hours. Critical availability or security incidents take priority.
18.2. Included support covers matters directly related to RaiaWeb's Services. Configuration and management of third-party applications installed by the Client constitutes an additional service, subject to a quotation.
19. Conformity of Digital Services (Consumers)
19.1. Digital Services supplied to Consumers must remain in conformity with the contract throughout the supply period, under Decree-Law no. 84/2021. In the event of lack of conformity, the Consumer is entitled to have the conformity restored, to a proportionate price reduction or to termination of the contract, under the law.
19.2. RaiaWeb provides the updates necessary to keep the Digital Services in conformity. Changes beyond what is necessary are made only under the conditions provided by law: with a valid reason, at no additional cost and with information to the Consumer; if the change adversely affects access or use in a more than minor way, the Consumer is informed reasonably in advance and may terminate the contract free of charge within 30 days.
20. Personal Data Protection
20.1. RaiaWeb as controller: the Client's personal data (identification, contacts, billing, support records and Client Area usage records) are processed for performance of the contract, billing, support and compliance with legal obligations. Full information is provided in the Privacy Policy. The Client may exercise the rights of access, rectification, erasure, restriction, objection and portability via privacy@raiaweb.pt, and has the right to lodge a complaint with the CNPD (www.cnpd.pt).
20.2. RaiaWeb as processor: where the Services involve the processing of personal data on behalf of the Client (for example, data of visitors, users or customers of hosted sites and applications), the Client is the controller and RaiaWeb acts as processor. In such cases, the Data Processing Agreement (DPA) applies automatically and forms an integral part of these Terms, including the list of authorised sub-processors.
20.3. International data transfers, where they occur, are carried out with adequate legal safeguards (in particular EU Standard Contractual Clauses).
20.4. In the event of a personal data breach, RaiaWeb complies with its legal notification duties towards the CNPD and, where applicable, the data subjects; where acting as processor, it notifies the Client (controller) without undue delay after becoming aware of the breach.
21. Intellectual Property
21.1. RaiaWeb's content, software, design, documentation and trademarks are protected by intellectual property rights, and their reproduction without authorisation is prohibited.
21.2. The Client retains all rights over the content it hosts, and warrants that it holds the necessary licences and authorisations. Third-party software made available as part of the Services (including management panels and associated licences) is subject to the respective licensing terms.
22. Warranties and Liability
22.1. Nothing in these Terms excludes or limits RaiaWeb's liability: (a) for damage caused intentionally or by gross negligence; (b) for damage to life, physical integrity or health; (c) for breach of Consumer rights declared mandatory by law, including those under Decree-Law no. 84/2021 and Law no. 24/96; (d) in any other case where the law does not allow exclusion or limitation.
22.2. Subject to the preceding paragraph, RaiaWeb is not liable for: indirect damage, loss of profits or loss of business opportunities; damage resulting from the content, configurations or acts of the Client or of third parties authorised by the Client; failures of third-party services beyond its reasonable control; force majeure.
22.3. In relations with Business Customers, and to the maximum extent permitted by law, RaiaWeb's total liability is limited to the amount paid by the Client in the 12 months preceding the event, in respect of the affected service.
22.4. The Client acknowledges that it is responsible for keeping its own backups of its content, under clause 14.
23. Suspension, Termination and Data Deletion
23.1. RaiaWeb may suspend and, in cases of seriousness or persistence, terminate the contract on the grounds of: breach of contract (including of the AUP), fraud, risk to the security of the infrastructure or of third parties, order from a competent authority, or non-payment.
23.2. Non-payment: invoices are issued and communicated to the Client in advance of the due date, accompanied by email reminders. If payment is not made, the service may be suspended from the 3rd day after the due date. If non-payment persists 3 days after suspension, RaiaWeb may terminate the contract, after which the courtesy period provided for in clause 23.3 applies.
23.3. Data deletion: upon termination of the contract, for whatever reason, the Client's data and content are kept for a courtesy period of 15 days, during which the Client may request their export, except in cases of fraud, legal order or security risk. After that period, the data are deleted permanently and irreversibly. It is the Client's responsibility to export their content in good time.
23.4. Where RaiaWeb terminates for serious breach by the Client, amounts paid for the current period are not refunded, by way of compensation, to the extent permitted by law and without prejudice to compensation for further damage.
23.5. The Client may terminate the contract with just cause in the event of serious and repeated breach by RaiaWeb, and is entitled to a proportional refund of the paid period not enjoyed.
24. Changes to the Terms
24.1. RaiaWeb may amend these Terms. Material changes are communicated to the Client, by email, at least 30 days before the date on which they take effect.
24.2. If the Client does not accept changes that are unfavourable to them, the Client may terminate the contract, free of charge, up to the date on which the changes take effect, with a proportional refund of the prepaid period not enjoyed.
24.3. Changes required by law or necessary for urgent security reasons may take effect on shorter notice, being communicated as soon as possible.
24.4. The version in force, with its date, is permanently published on the Website. Changes have no retroactive effect.
25. Communications
Notices are sent to the email address associated with the Client's account, which the Client undertakes to keep up to date, and/or made available in the Client Area. Communications made by these means are deemed validly made.
26. Complaints, Alternative Dispute Resolution and Jurisdiction
26.1. Complaints: may be submitted to support@raiaweb.pt and are answered within a maximum of 15 working days.
26.2. Electronic Complaints Book (Livro de Reclamações Eletrónico): the Client may submit a complaint through the platform https://www.livroreclamacoes.pt.
26.3. Alternative Dispute Resolution (Law no. 144/2015): in the event of a consumer dispute, the Consumer may resort to CNIACC - Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (https://www.cniacc.pt), the entity with residual nationwide competence. Further information and the updated list of ADR entities are available on the Consumer Portal (https://www.consumidor.gov.pt). In consumer disputes of a value not exceeding €5,000, the Consumer may opt for mandatory arbitration, under Article 14 of Law no. 24/96.
26.4. Disputes concerning .pt domains may be submitted to ARBITRARE (clause 15.5).
26.5. Applicable law: Portuguese law, without prejudice to the mandatory consumer-protection provisions of the law of the country of habitual residence of Consumers residing in another EU Member State.
26.6. Jurisdiction: for disputes with Business Customers, the court of the judicial district of RaiaWeb's registered address has jurisdiction. The Consumer may always resort to the courts of their own domicile, as provided by law.
27. Final Provisions
27.1. Force majeure: neither party is liable for non-performance due to unforeseeable events beyond its reasonable control.
27.2. Severability: the invalidity of any clause does not affect the remaining clauses, which remain in force.
27.3. No waiver: failure to exercise a right does not imply waiver of that right.
27.4. Assignment: the Client may not assign its contractual position without RaiaWeb's prior written consent. RaiaWeb may assign its contractual position only in the context of a reorganisation or transfer of the business, giving the Client prior notice; the Client may terminate the contract free of charge, with a proportional refund, if it does not accept the assignment.
27.5. Language: in the event of any discrepancy between language versions, the Portuguese version prevails.
Contact for questions about these Terms: support@raiaweb.pt
Annex A - Model Withdrawal Form
(complete and return this form only if you wish to withdraw from the contract - model pursuant to Decree-Law no. 24/2014)
To: Alex Nabais Gomes (RaiaWeb), Rua da Fonte Mestre, N.º 22, 6320-637 Soito, Portugal - support@raiaweb.pt
I/We () hereby give notice that I/We () withdraw from my/our (*) contract for the provision of the following service: ______________________________
Ordered on () / received on (): ____ / ____ / ________
Name of consumer(s): ______________________________
Address of consumer(s): ______________________________
Signature of consumer(s) (only if this form is notified on paper): ______________________________
Date: ____ / ____ / ________
(*) Delete as appropriate.
