Terms and Conditions of Service - RaiaWeb

Version 2.3 - Last updated: 20 July 2026

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

1. Identification of the Provider

These Terms and Conditions ("Terms") govern the contracting and use of the services provided by:

• Name: Alex Nabais Gomes, sole trader, trading under the commercial name "RaiaWeb"
• NIF: 268386625
• Business address: Rua da Fonte Mestre, N.º 22, 6320-637 Soito, Portugal
• Contact email: support@raiaweb.pt
• Website: https://raiaweb.pt

hereinafter referred to as "RaiaWeb".

2. Definitions

• Client: a natural or legal person who contracts RaiaWeb's Services.
• Consumer: a Client, being a natural person, acting for purposes outside their trade, business, craft or profession (Article 3 of Decree-Law no. 24/2014).
• Trader/Professional: a Client who contracts within the scope of their commercial, industrial, craft or professional activity, including legal persons.
• Services: web hosting (shared hosting), virtual private servers (VPS), domain registration and management, SSL certificates, email, web design and development, consultancy, licensing of RaiaWeb software (namely TapNTable), Maintenance Services, SEO Services, the Legal Documents Service and other associated services, as described on the Website and in the Client Area.
• Digital Services: services that enable the Client to create, process, store or access data in digital form, within the meaning of Decree-Law no. 84/2021.
• Digital Content: data produced and supplied in digital form, within the meaning of Decree-Law no. 84/2021, namely the TapNTable software supplied without a tangible medium.
• Data Processing Services: shared hosting, email and virtual private server (VPS) services, within the meaning of Article 2, point 8, of Regulation (EU) 2023/2854 - the Data Act. Domains, SSL certificates, web design and professional services, the licensed software installed on the Client's systems (TapNTable), and the Maintenance Services, SEO Services and Legal Documents Service (Annex C) do not constitute Data Processing Services.
• Maintenance Services: maintenance and update services for sites, applications and servers, regardless of platform or technology, hosted with RaiaWeb or with third-party providers, under the terms of Annex C.1.
• SEO Services: organic search engine optimisation services - configuration and management of tools such as Google Search Console and Google Business Profile, on-page optimisation and reporting - under the terms of Annex C.2.
• Legal Documents Service: a licence to use RaiaWeb's standardised document templates, automatically populated with the data supplied by the Client, with technical implementation where included in the plan and, under the subscription option, updating of the templates, under the terms of Annex C.3. The documents generated constitute Digital Content.
• EULA: the end-user licence agreement applicable to the software licensed by RaiaWeb (namely the TapNTable EULA).
• Client Area: the online panel made available by RaiaWeb for managing services, billing and support.
• AUP: Acceptable Use Policy.
• SLA: Service Level Agreement.
• DPA: Data Processing Agreement (Article 28 of the GDPR).
• Personal Data: information relating to an identified or identifiable natural person, within the meaning of the GDPR.

3. Purpose, Contractual Documents and Hierarchy

3.1. These Terms govern the contractual relationship between RaiaWeb and the Client in respect of the Services contracted.

3.2. The contract is composed, depending on the service, of: (a) the specific conditions of the service, proposal or accepted quote; (b) these Terms; (c) the AUP; (d) the SLA; (e) the Domains and SSL Certificates Terms; (f) Annex C (Specific Conditions for the Maintenance, SEO and Legal Documents Services), for the services covered therein; (g) the applicable EULA, for software licensing; (h) the DPA, where applicable; (i) Annex B (Provider Switching and Data Portability), for the Data Processing Services; (j) the Privacy Policy and the Cookie Policy. In the event of a conflict, the more specific document applicable to the service concerned shall prevail.

3.3. The version of the Terms accepted by the Client at the time of contracting is recorded and available for consultation in the Client Area. RaiaWeb retains a record of the 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 data, including identification, contact details and NIF for billing purposes.

4.2. The Client is responsible for maintaining the confidentiality of their access credentials. Unless proven otherwise, operations carried out using the Client's credentials are presumed to have been carried out by the Client or with their authorisation. The Client must immediately notify RaiaWeb of any unauthorised use or compromise of the account, with the presumption ceasing to apply from the time of that notification.

4.3. RaiaWeb recommends activating two-factor authentication (2FA) and may require additional identity verification for the prevention of fraud or abuse.

4.4. Capacity: the Services are intended for persons over 18 years of age with full legal capacity. By creating an account or contracting, the Client declares that they are at least 18 years of age.

4.5. Trader/Professional Clients from other EU Member States: to be treated as Trader/Professional for tax purposes, they must provide their valid VAT identification number, registered in the VIES system, which RaiaWeb validates. In the absence of a valid number, the Client is treated, for tax purposes, as a Consumer, and the corresponding VAT rules apply.

5. Order and Formation of the Contract

5.1. Online contracting follows these steps: selecting the service → configuration and cart → reviewing the order, with the possibility of identifying and correcting input errors → expressly accepting these Terms and the applicable documents → payment → confirmation. These Terms and the applicable contractual documents, including Annex B, are made available before acceptance in a format that allows them to be downloaded, stored and reproduced.

5.2. RaiaWeb confirms receipt of the order by email, without undue delay. The contract is deemed to have been concluded upon the sending of the order confirmation.

5.3. Activation of the Services generally takes place after successful collection of payment: hosting is typically activated automatically and immediately; domain registration depends on the availability and confirmation of the competent registry; professional services begin within the agreed timeframes.

5.4. The contract is concluded in the Portuguese language. Where a version in another language is made available, the Portuguese version shall prevail.

6. Prices, Taxes and Payment

6.1. RaiaWeb benefits from the VAT exemption regime provided for in Article 53 of the VAT Code, and the prices shown therefore do not include VAT, nor is it added, with invoices bearing the legal statement "VAT - exemption regime". Should RaiaWeb's tax status change such that VAT becomes due, prices will thereafter reflect the tax at the legal rate in force, with the change communicated and applied under the terms of clause 6.3. Prices shown to Consumers constitute final prices, with all applicable taxes included; should VAT become due - namely depending on the Client's country of residence within the European Union - the final amount, including tax, is always shown before the order is completed.

6.2. Services are invoiced in advance, according to the chosen cycle (monthly, annual or other). The available payment methods are set out in the order process.

6.3. Price changes: RaiaWeb may review prices, notifying the Client at least 30 days before the renewal date. Changes never apply to periods already paid for. If the Client does not accept the new price, the Client may cancel the service with effect at the end of the current period, at no additional charge.

6.4. In the event of non-payment, the provisions of clause 23 (suspension and termination) apply.

7. Duration, Automatic Renewal and Cancellation by the Client

7.1. Each service remains in force for the contracted period and renews automatically for equal periods, unless cancelled.

7.2. RaiaWeb sends the Client, by email, prior notice of renewal indicating the service, the renewal date and the applicable price, with the following minimum notice period: 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 until the day before the renewal date. Cancellation takes effect at the end of the period already paid for, with no refund of the current period, without prejudice to the right of withdrawal (clause 8) and the Client's other legal rights.

7.4. For the Data Processing Services, the Client may also, at any time, initiate a switch to another provider or to their own infrastructure under the terms of Annex B, with the contract terminating upon the successful completion of the switching process or, if the Client only wishes to export the data, at the end of the data retrieval period set out therein.

8. Right of Withdrawal (Consumers)

8.1. The Consumer has a period of 14 consecutive days, from the conclusion of the contract, within which to withdraw from the contract freely, without needing to give any reason, under the terms of Decree-Law no. 24/2014.

8.2. To exercise this right, it is sufficient to communicate the decision unambiguously, by email to support@raiaweb.pt, and the form set out in Annex A may be used. RaiaWeb confirms receipt of the communication.

8.3. The refund is made within 14 days of the communication, using the same means of payment as used originally, at no cost to the Consumer.

8.4. Continuous performance services (hosting, VPS, email, Maintenance Services, SEO Services and the subscription option of the Legal Documents Service): if the Consumer expressly requests that performance begin during the withdrawal period and subsequently exercises this right, the amount proportional to the period already elapsed up to the communication is due, with the remainder refunded.

8.5. Services performed immediately and in full (domain registration, renewal or transfer; issuance of SSL certificates; completed one-off services): the right of withdrawal is extinguished upon full performance of the service, where this has been preceded by the Consumer's prior express consent and acknowledgement that they lose the right of withdrawal upon full performance. This consent and acknowledgement are collected during the order 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 carried out; once the project has been fully completed under the conditions of the preceding paragraph, the right of withdrawal is extinguished.

8.7. Digital Content supplied without a tangible medium (TapNTable software): the right of withdrawal is extinguished upon the start of the download or activation of the licence where the Consumer has (i) given their prior express consent to the immediate start of supply during the withdrawal period, (ii) acknowledged that this consent entails the loss of the right of withdrawal, and (iii) received confirmation of the contract, including these statements, on a durable medium (Article 17(1)(l) of Decree-Law no. 24/2014). These elements are collected during the order process and reproduced in the confirmation email. In the absence of any of these requirements, the Consumer retains the right of withdrawal under the general terms. The associated continuous subscription component (updates and licence verification) follows the regime set out in paragraph 8.4.

8.8. The provisions of this clause do not apply to Trader/Professional Clients.

8.9. Legal Documents Service - single creation option: the documents generated constitute Digital Content supplied without a tangible medium. The right of withdrawal is extinguished upon the start of generation or delivery of the documents where the Consumer has (i) given their prior express consent to the immediate start of supply during the withdrawal period, (ii) acknowledged that this consent entails the loss of the right of withdrawal, and (iii) received confirmation of the contract, including these statements, on a durable medium (Article 17(1)(l) of Decree-Law no. 24/2014). These elements are collected during the order process and reproduced in the confirmation email. In the absence of any of these requirements, the Consumer retains the right of withdrawal under the general terms. The update subscription option follows the regime set out in paragraph 8.4.

9. Commercial Refund Guarantee and Cancellation Policy

9.1. 14-day refund guarantee: on the first contracting of a shared hosting plan, any Client (Consumer or Trader/Professional) may request cancellation and a full refund within the first 14 days. This commercial guarantee is in addition to the Consumer's legal rights and does not limit them. Excluded from the guarantee: domains, SSL certificates, third-party software licences and services already performed; where the contract includes a complimentary domain registration, its cost is deducted from the refund.

9.2. Renewals: not refundable once the new cycle has begun, without prejudice to the Client's legal rights and to the provisions of clause 6.3.

9.3. Domains, SSL certificates, licences and services performed (migrations, consultancy, technical hours): not refundable after performance, without prejudice to clause 8 and other legal rights.

9.4. Credits awarded under the SLA are granted in the form of account credit, to be used for RaiaWeb services, and are not convertible into cash - without prejudice to the rights that the law grants to the Consumer, namely under Decree-Law no. 84/2021.

10. Acceptable Use and Content Moderation

10.1. It is prohibited to use the Services to host, disseminate or transmit illegal content, content that infringes copyright, trademarks or other third-party rights, or content that is defamatory or constitutes incitement to hatred or violence.

10.2. It is prohibited to use the Services for spam or unsolicited bulk mailings, phishing, distribution of malware, botnets, cyberattacks (DDoS, scanning, brute force), cryptocurrency mining, or any activities that compromise the security or stability of the infrastructure or of third parties.

10.3. The sending of email must comply with the plan's technical limits, good authentication 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. Transparency in moderation (Article 14 of Regulation (EU) 2022/2065 - the DSA): RaiaWeb may restrict, suspend or remove content or accounts that infringe the law or the AUP. Decisions are taken diligently, objectively and proportionately, with human review - RaiaWeb does not use exclusively automated moderation decisions - and taking into account the rights and legitimate interests of all those involved. Unless legally prevented from doing so, restrictions are communicated to the Client together with the relevant reasoning, and the Client may respond and contest the decision through the ticketing system.

10.6. Whenever reasonable, RaiaWeb grants a period for the situation to be remedied before suspending the service. In cases of serious risk (infrastructure security, manifest illegality, an order from a competent authority), suspension may be immediate.

11. Notification of Illegal Content (Notice-and-Action - Article 16 of the DSA)

11.1. Any person or entity may notify RaiaWeb of the presence of allegedly illegal content hosted on its Services, via the email address 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 person submitting the notice, except in cases legally exempted from this requirement; (d) a statement of good faith as to the accuracy of the information provided.

11.3. RaiaWeb confirms receipt of the notice, examines it in a timely, diligent and non-arbitrary manner, and communicates its decision to the notifying party together with the relevant reasoning.

11.4. Single points of contact (Articles 11 and 12 of the DSA): for the authorities of the Member States, the European Commission and the Board, as well as for the recipients of the services: privacy@raiaweb.pt. Communications may be made in Portuguese or English.

12. Resources, Limits and Reasonable Use (Fair Use)

12.1. Plans have technical limits (CPU, RAM, I/O, inodes, processes, storage space, traffic and email sending), described in the specific conditions of each plan.

12.2. Use that affects the stability of the server or of other clients may be subject to limitation (throttling), suspension of processes or migration, with the Client being notified and a plan upgrade possibly being recommended. Persistent processes, non-optimised scripts or abnormal spikes 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 unconnected to the service may be restricted.

13. Service Levels (SLA)

13.1. RaiaWeb ensures an annual availability target of 99.9% for hosting services, excluding: scheduled maintenance (notified 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 events.

13.2. In the case of unavailability attributable to RaiaWeb, proportional credits may be awarded, under the terms of 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-efforts basis. RaiaWeb's backups constitute a supplementary measure and do not replace the Client's own backups, which the Client is responsible for maintaining.

14.2. Restoring backups at the Client's request may incur costs, notified in advance. Restoration is free of charge where the data loss is attributable to RaiaWeb.

15. Domains

15.1. The registration, renewal and transfer of domains are subject, in addition to these Terms, to the rules of the competent registries: 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 Domains and SSL Certificates Terms.

15.2. The Client undertakes to keep the registration data (holder, contacts) accurate and up to date. Inaccurate data may result in the suspension or cancellation of the domain by the competent entities.

15.3. RaiaWeb sends expiration notices to the Client's email address. Domains that are not renewed may enter a quarantine/redemption period, recovery from which is subject to the additional fees imposed by the registries.

15.4. Completed registrations, renewals and transfers are not refundable, under the terms of clauses 8.5 and 9.3.

15.5. Disputes relating to .pt domains may be submitted to ARBITRARE - the Arbitration Centre for Industrial Property, Domain Names, Trade Names and Denominations (https://www.arbitrare.pt).

16. SSL Certificates

Unless otherwise indicated, the certificates supplied 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. Inbound migrations (from another provider to RaiaWeb) are carried out on a best-efforts basis and may incur costs notified in advance. Full compatibility of applications, configurations and data is not guaranteed.

17.2. Assistance with outbound switching (from RaiaWeb to another provider or to the Client's own infrastructure) and data export for the Data Processing Services are governed by Annex B and are free of charge - RaiaWeb does not charge switching fees or data extraction (egress) fees. Additional services expressly requested by the Client that exceed the assistance obligations set out in Annex B may be quoted separately.

17.3. Professional services (development, optimisation, hardening, DevOps) are quoted on a case-by-case basis. Timeframes indicated are estimates, unless otherwise agreed in writing.

18. Technical Support

18.1. Support is provided through the ticketing system in the Client Area, with request logging available 24/7 and an average response time of 8 hours. Critical availability or security incidents are given priority.

18.2. Included support covers matters directly related to RaiaWeb's Services. The configuration and management of third-party applications installed by the Client constitutes an additional service, subject to a quote.

19. Conformity of Digital Services (Consumers)

19.1. The Digital Services and Digital Content (including the TapNTable software) supplied to Consumers must remain in conformity with the contract throughout the entire period of continuous supply, under the terms of Decree-Law no. 84/2021. In the event of a lack of conformity, the Consumer is entitled to have conformity restored, to a proportionate price reduction or to termination of the contract, under the legal terms.

19.2. RaiaWeb provides the updates necessary to maintain the conformity of the Digital Services and Digital Content. Changes that go beyond what is necessary are only made under the conditions set out in law: with valid grounds, at no additional cost and with information provided to the Consumer; if the change adversely affects, in a non-negligible manner, access to or use of the service, the Consumer is informed with reasonable notice and may terminate the contract free of charge within 30 days.

19.3. Updates to licensed software (TapNTable): throughout the term of the subscription, RaiaWeb makes available the updates - including security updates - necessary to maintain the software's conformity, informing the Client of their availability through the software itself and/or the Client Area. It is for the Client to install the updates within a reasonable time: if the Client fails to do so, RaiaWeb is not liable for any lack of conformity resulting exclusively from that omission, provided RaiaWeb has informed the Client of the availability of the update and of the consequences of not installing it, and provided the failure is not due to shortcomings in the installation instructions provided (Article 30 of Decree-Law no. 84/2021).

20. Protection of Personal Data

20.1. RaiaWeb as controller: the Client's personal data (identification, contact details, 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 set out 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 these cases, the Data Processing Agreement (DPA) automatically applies 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 appropriate legal safeguards (namely EU standard contractual clauses).

20.4. In the event of a personal data breach, RaiaWeb complies with the legal duties to notify the CNPD and, where applicable, the data subjects; when acting as processor, RaiaWeb notifies the controller Client without undue delay after becoming aware of the breach.

20.5. Transparency (the Data Act): information on the jurisdiction to which the ICT infrastructure of each Data Processing Service is subject, the measures taken against unlawful third-country governmental access to non-personal data, and the record of data export formats and procedures are published on the "Provider Switching and Transparency" page of the Website, under the terms of Articles 26 and 28 of Regulation (EU) 2023/2854.

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 its own licensing terms.

21.3. Pre-installed third-party software or software made available through installation templates: third-party software pre-installed on a VPS or made available through templates/installers (for example, n8n, distributed by its owner under the Sustainable Use License) is governed exclusively by the licensing terms of its respective owner, which the Client accepts and undertakes to comply with in any use made of it. RaiaWeb grants no licence of its own over such software and charges no amount for its use: the prices of the Services remunerate only the infrastructure, hosting and associated services provided by RaiaWeb. Licence and copyright notices included in the software may not be removed.

22. Warranties and Liability

22.1. Nothing in these Terms excludes or limits RaiaWeb's liability: (a) for damage caused by intent or gross negligence; (b) for damage to life, physical integrity or health; (c) for breach of Consumer rights that the law declares mandatory, including those set out in Decree-Law no. 84/2021 and Law no. 24/96; (d) in any other case in which the law does not permit 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 outside its reasonable control; force majeure events.

22.3. In relations with Trader/Professional Clients, 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 maintaining its own backups of its content, under the terms of clause 14.

23. Suspension, Termination and Data Deletion

23.1. RaiaWeb may suspend and, in cases of severity 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, an order from a competent authority, or non-payment.

23.2. Non-payment: invoices are issued and communicated to the Client ahead 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 for 3 days after suspension, RaiaWeb may terminate the contract, with the grace period provided for in clause 23.3 applying thereafter.

23.3. Data deletion: after termination of the contract, for whatever reason, the Client's data and content are retained for a retrieval period of 30 days (for the Data Processing Services, under the terms of Annex B and Article 25 of Regulation (EU) 2023/2854), during which the Client may export it or request its export, except in cases of fraud, legal order or security risk. Once that period has elapsed, the data is permanently and irreversibly deleted from all systems, including backups, within a maximum additional period of 15 days (the backup expiry cycle). It is the Client's responsibility to export its content in good time.

23.4. In the event of termination by RaiaWeb on the grounds of serious breach by the Client, amounts paid in respect of the current period are not refunded, by way of compensation, to the extent permitted by law and without prejudice to compensation for any additional damage.

23.5. The Client may terminate the contract for good cause in the event of serious and repeated breach by RaiaWeb, and is entitled to a proportionate refund of the period paid for and not used.

23.6. Licensed software (TapNTable): the suspension provided for in this clause consists of deactivation of the licence, subject to the same prior notices set out in clause 23.2, and never taking effect during a period already paid for, except in the case of serious breach. Deactivation of the licence does not affect the Client's data, which remains on its own systems; the effects of expiry on the software's functionality are set out in the TapNTable EULA.

24. Changes to the Terms

24.1. RaiaWeb may amend these Terms. Material changes are notified 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 it, the Client may terminate the contract, free of charge, up until the date on which they take effect, with a proportionate refund of the prepaid period not used.

24.3. Changes imposed by law or required for urgent security reasons may take effect within a shorter period, and are notified as soon as possible.

24.4. The version in force, together 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 through these means are deemed to have been validly effected.

26. Complaints, Alternative Dispute Resolution and Jurisdiction

26.1. Complaints: may be submitted to support@raiaweb.pt, and will be answered within a maximum of 15 working days.

26.2. Electronic Complaints Book: 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 turn to CNIACC - the National Centre for Information and Arbitration of Consumer Disputes (https://www.cniacc.pt), a body with residual jurisdiction at national level. Further information and the up-to-date list of ADR bodies 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 compulsory arbitration, under the terms of Article 14 of Law no. 24/96.

26.4. Disputes relating to .pt domains may be submitted to ARBITRARE (clause 15.5).

26.5. Governing law: Portuguese law, without prejudice to the mandatory consumer protection provisions of the law of the country of habitual residence of Consumers resident in another Member State of the European Union.

26.6. Jurisdiction: for disputes with Trader/Professional Clients, the court of the district of RaiaWeb's registered address has jurisdiction. The Consumer may always bring proceedings before the courts of their domicile, under the terms of the law.

27. Final Provisions

27.1. Force majeure: neither party is liable for failures to perform 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 a waiver of that right.

27.4. Assignment: the Client may not assign its contractual position without RaiaWeb's prior written consent. RaiaWeb may only assign its contractual position as part of a reorganisation or transfer of its business, notifying the Client in advance; the Client may terminate the contract free of charge, with a proportionate refund, if it does not accept the assignment.

27.5. Language: in the event of any discrepancy between language versions, the Portuguese version shall prevail.

Contact for questions about these Terms: support@raiaweb.pt

Annex A - Withdrawal Form

(complete and return this form only if you wish to withdraw from the contract - model form under the terms of 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 cancel () my/our (*) contract for the provision of the following service: ______________________________

Requested on () / received on (): ____ / ____ / ________

Name of the consumer(s): ______________________________

Address of the consumer(s): ______________________________

Signature of the consumer(s) (only if this form is notified on paper): ______________________________

Date: ____ / ____ / ________

(*) Delete as appropriate.

Annex B - Provider Switching and Data Portability (Regulation (EU) 2023/2854)

B.1. Scope: this Annex applies to the Data Processing Services (shared hosting, email and virtual private servers/VPS), under the terms of Articles 23 to 31 of Regulation (EU) 2023/2854 - the Data Act. It does not apply to domains, SSL certificates, web design, professional services, or to the licensed software installed on the Client's systems (TapNTable).

B.2. Right to switch: the Client may, at any time and free of switching charges, (a) switch to another provider of the same type of service, (b) transfer its data and exportable digital assets to its own infrastructure (on-premises), or (c) simply export its data. The request is made through the Client Area or by email to support@raiaweb.pt.

B.3. Notice and commencement: the maximum notice period before the switching process begins is 2 months from the Client's request. In practice, RaiaWeb begins providing assistance as soon as operationally possible, the indicated period being a legal maximum.

B.4. Transition period: once the notice period has elapsed, the switch takes place within a maximum transition period of 30 calendar days, during which RaiaWeb (a) provides reasonable assistance with the process, (b) maintains continuity of service, and (c) preserves a high level of security. If the transition is technically unfeasible within that period, RaiaWeb notifies the Client within 14 working days of the request, indicating a duly justified alternative transition period (maximum of 7 months). The Client may also request, once, an extension of the transition period to whatever period it considers more appropriate to its case.

B.5. Exportable data, formats and restrictions: all data imported and generated by the Client is exportable, including relevant configurations and metadata, excluding assets protected by third-party rights or the provider's trade secrets. The full specification of the categories of exportable data, the structured, commonly used and machine-readable formats available (for example: full cPanel backup, SQL dumps, FTP/SFTP access, IMAP/EML export, root access and images/snapshots on VPS), the methods and procedures, and the known technical restrictions, are set out in the record published on the "Provider Switching and Transparency" page of the Website, which forms an integral part of this Annex.

B.6. Data retrieval period: after termination of the contract or completion of the transition, the Client has a minimum period of 30 calendar days to retrieve/export its data. Once this period has elapsed, the data is deleted under the terms of clause 23.3, and the Client may request written confirmation of the deletion.

B.7. Free of charge: RaiaWeb does not charge any switching fees, switching assistance fees or data extraction (egress) fees under this Annex. Additional services expressly requested by the Client that exceed the legal assistance obligations may be quoted separately, before being provided.

B.8. Termination: upon the successful completion of the switching process, the contract relating to the service concerned is deemed terminated, with a refund of the proportionate value of the prepaid period not used following termination.

B.9. Functional equivalence: RaiaWeb provides infrastructure (IaaS) and hosting services; the functional equivalence obligations applicable to this type of service are limited to the provisions of Article 30(1) of the Data Act, and RaiaWeb does not guarantee the compatibility of the destination provider's services.

Annex C - Specific Conditions for the Maintenance, SEO and Legal Documents Services

C.0. This Annex applies to the Maintenance Services (C.1), the SEO Services (C.2) and the Legal Documents Service (C.3), in addition to the Terms. The composition, levels, frequencies and prices of each plan are set out on the Website's product pages and in the accepted order. These services do not constitute Data Processing Services and fall outside the scope of Annex B and the availability SLA; the SLA and Annex B continue to apply, under the general terms, to the underlying hosting service.

C.1. Maintenance Services

C.1.1. Scope: maintenance and updating of sites, applications and servers, organised in layers (server, application and site) and independent of the platform or technology used, including, depending on the plan contracted: updating of the system, core, plugins/extensions, themes and dependencies; compatibility checking after each update; backups and restore testing; operational monitoring; and the other services identified on the product page. Before each update is carried out, a specific backup is created; if an update causes a malfunction, RaiaWeb restores that backup and reports the situation to the Client.

C.1.2. Hosting: the Maintenance Services are available for sites and applications hosted with RaiaWeb (shared hosting or VPS) and, subject to the additional price indicated on the product page, for sites and applications hosted with third-party providers. For third-party hosting: (a) the Client guarantees to RaiaWeb, throughout the term, the access necessary to perform the service (administration panel, FTP/SFTP, SSH or equivalent) and declares that RaiaWeb's intervention complies with the third-party provider's conditions; (b) acts, omissions, technical limitations and unavailability of the third-party provider are not attributable to RaiaWeb, and may prevent or limit performance of the service; (c) as an alternative to the additional price, the Client may migrate the site to RaiaWeb free of charge (clause 17.1). If the underlying hosting service with RaiaWeb ends, or if the Client ceases to guarantee access to the third-party hosting, the Maintenance Service ends, with a proportionate refund of the prepaid period not used.

C.1.3. Exclusions: unless otherwise agreed in writing, the following are excluded: the development of new functionality, design changes and content creation; the correction of incompatibilities or errors caused by third-party software, by the Client's customisations or by third-party interventions; and software without a valid licence - RaiaWeb refuses to maintain "nulled" or unlicensed plugins, themes or applications, and may suspend the service, under the terms of the AUP, until the situation is regularised.

C.1.4. VPS and third-party servers: where Maintenance Services are contracted for a RaiaWeb VPS, RaiaWeb administers the components covered by the plan (for example, the operating system and the identified applications), constituting an exception to clause 5.2 of the AUP and clause 6.3 of the DPA, to the exact extent of the plan contracted; the Client remains responsible for anything not covered. On third-party providers' servers, RaiaWeb intervenes only within the limits of the access granted by the Client and the provider's conditions, and the Client remains responsible to that provider.

C.1.5. Access, credentials and backups: the Client authorises the administrative access necessary to perform the service. The credentials provided are kept by RaiaWeb in its own management panel, with restricted access, and are used solely to perform the service; the Client may revoke them at any time, in which case paragraph (a) of clause C.1.2 applies. Performance of the service also involves automated monitoring of the availability of the website or application and, where provided for in the contracted plan, backups kept on RaiaWeb infrastructure located in the European Union, encrypted at rest, at the frequency stated on the product page and with a retention period of 7 days. These backups are also made where the website is hosted with a third-party provider, in which case copies of the Client's content will also exist on RaiaWeb infrastructure; they are in addition to the hosting provider's backups and do not replace them. Where the content managed, monitored or copied includes personal data of third parties, RaiaWeb acts as processor, and the DPA applies.

C.1.6. Nature of the obligation: the Maintenance Services constitute a best-efforts obligation, performed diligently and in accordance with good practice. The intervention timeframes for each plan are set out on the product pages and do not give rise to a right to SLA credits. The liability regime of clause 22 applies.

C.2. SEO Services

C.2.1. Scope: search engine optimisation services, comprising, depending on the plan or quotation contracted: (a) technical diagnosis and monitoring of the website, including crawling, indexing, broken links and performance metrics (Core Web Vitals), with periodic reporting; (b) technical correction of the issues identified; (c) registration and configuration of monitoring and analysis tools, namely Google Search Console, the sitemap and web analytics tools; (d) on-page optimisation, namely titles, descriptions, structure and page content; (e) creation, verification and management of the Google Business Profile and optimisation for local search; and (f) measurement, monitoring and periodic reporting. They do not include management of paid advertising campaigns (namely Google Ads) or any advertising budget, nor external link acquisition services (link building).

C.2.2. Best-efforts obligation: the SEO Services constitute a best-efforts obligation. Search engine rankings depend on third-party algorithms, competition and other external factors: RaiaWeb does not guarantee rankings, traffic volumes, reviews or any other specific results. The liability regime of clause 22 applies.

C.2.3. Accounts and ownership: the accounts and properties (Google Search Console, Google Business Profile and similar) are created in the Client's name and belong to the Client. The Client grants RaiaWeb management access, which it may revoke at any time; revocation of the access necessary for performance prevents the service from being provided, with no right to a refund for the current period, without prejudice to the Consumer's legal rights. Upon termination of the service, RaiaWeb removes its access and delivers a final report on the status of the accounts and properties.

C.2.4. Dependence on third parties: changes to algorithms or policies, suspensions, removals or unavailability of third-party platforms (namely Google) are not attributable to RaiaWeb. RaiaWeb provides reasonable assistance with reactivation or appeal processes, and additional work may be quoted separately.

C.2.5. Accuracy and compliance: the business information provided for the profiles and the content to be optimised must be true and in compliance with the law and with the platforms' policies. Misleading practices are prohibited - namely fake or purchased reviews, fictitious profiles and manipulation techniques contrary to search engine guidelines - the AUP applying, and RaiaWeb may refuse instructions to that effect.

C.2.6. Where access to the accounts involves the processing of personal data of third parties on behalf of the Client (for example, data contained in reviews), the DPA applies.

C.2.7. Modalities, billing cycles and limits: the SEO Services are provided (a) as a one-off diagnosis, performed on a single occasion, or (b) through subscription plans. Plans are contracted on the billing cycles stated on the product page, and certain plans may exist exclusively on an annual cycle with advance payment; renewal is automatic under clause 7. The composition of each plan and its quantitative limits - namely the number of pages optimised, the number of catalogue products and the number of languages - are stated on the product page and in the accepted order, and may be increased through the options made available there. In plans with advance payment, the product page identifies the portion of the price corresponding to the initial configuration work. As regards the right of withdrawal, clause 8.5 applies to the one-off diagnosis and clause 8.4 applies to subscription plans.

C.2.8. Websites hosted with third-party providers: the SEO Services are available regardless of the hosting provider. In such cases RaiaWeb operates within the limits of the access granted by the Client and of the third-party provider's terms, and technical corrections that depend on server configuration may not be feasible; paragraphs (a) and (b) of clause C.1.2 apply with the necessary adaptations.

C.2.9. Analytics tools and cookies: configuring web analytics tools on the Client's website may involve the use of cookies or similar technologies that are not strictly necessary, the lawfulness of which depends on obtaining the visitors' prior consent under Article 5(2) of Law no. 41/2004. The Client is the controller of the data collected by those tools and is responsible for having a valid consent mechanism and adequate information for data subjects; RaiaWeb informs the Client of this requirement but does not, through this service, ensure the website's compliance in this matter.

C.3. Legal Documents Service

C.3.1. Nature of the service: the Legal Documents Service consists of a licence to use RaiaWeb's standardised document templates - for example, terms and conditions, privacy policies and cookie policies for websites - automatically populated with the data supplied by the Client, and their technical implementation on the Client's site, where included in the plan.

C.3.2. Does not constitute legal consultation: the Legal Documents Service does not constitute legal consultation, legal advice, or the drafting of contracts on behalf of or in the interest of the Client - activities reserved by law to lawyers ("advogados") and solicitors ("solicitadores") (Law no. 10/2024, of 19 January). The documents are standardised templates of general application: RaiaWeb does not analyse the Client's specific legal situation or answer legal questions. Review of the documents by a lawyer or solicitor is expressly recommended, particularly for regulated or high-risk activities.

C.3.3. Client's responsibility: the Client is responsible for the truthfulness, accuracy and completeness of the data it supplies for populating the templates, and for verifying that the documents generated are appropriate to its specific activity before using them. RaiaWeb does not guarantee that the templates cover all the specific features of each activity or sector.

C.3.4. Options: (a) single creation - generation and delivery of the documents (and, where included in the plan, implementation on the Client's site), with no subsequent updates; clause 8.9 applies to withdrawal; (b) update subscription - additionally, RaiaWeb monitors developments in the legislation covered by the templates and, when a relevant legislative change occurs, updates the templates within a reasonable time, notifies the Client and delivers (or, where included, implements) the new version of the documents.

C.3.5. Best-efforts obligation: legislative monitoring and the updating of the templates constitute best-efforts obligations: RaiaWeb does not guarantee the immediate detection of every legislative change, nor the conformity of the documents with every law applicable to each specific activity. The liability regime of clause 22 applies.

C.3.6. Intellectual property and licence: the templates and their structure remain RaiaWeb's intellectual property. The Client receives a non-exclusive, non-transferable licence to use the documents generated in its own activity and on its own sites, and resale, redistribution and making the templates available to third parties are prohibited.

C.3.7. Termination of the subscription: upon termination of the update subscription, the Client retains the right to use the last version of the documents delivered to it, but ceases to be entitled to updates. The data supplied for the generation of the documents is processed under the terms of the Privacy Policy.