Terms of Service

These Terms of Service ("Terms") apply to every service you order from EltaHost ("we", "us"): web, reseller and email hosting, email marketing, domain names and software licenses. By creating an account or placing an order you agree to these Terms, our Privacy Policy and our Acceptable Use Policy.

1. Your account

• You must be at least 18 years old (or have permission from a parent or guardian) and give accurate contact details. Keep them up to date: we send invoices, renewal notices and security information to your email address.
• You are responsible for everything done with your account and services, including by people you give access to. Keep your passwords safe and enable two-factor authentication in the client area.

2. Orders, prices and payment

• Prices are shown in euro (EUR) on our website. Services are paid in advance for the billing cycle you choose (monthly, yearly, ...).
• Services renew automatically. We create the renewal invoice 14 days before the due date and send reminders. If you don't want to renew, request cancellation in the client area before the due date.
• Payments are processed by our payment providers (for example Stripe or PayPal). We never see or store your full card number.
• We may change prices for future billing periods. We will tell you by email at least 30 days before a price increase applies to an existing service.

3. Late payment, suspension and termination

• If an invoice is not paid, we send reminders. Services are suspended 5 days after the due date and terminated 30 days after the due date.
• When a service is terminated, its data (websites, emails, databases, campaigns, subscriber lists) is permanently deleted. Software licenses are deactivated.
• Paying the invoice before termination restores a suspended service automatically.

4. Cancellations and refunds

• You can cancel any service at any time in the client area, effective immediately or at the end of the paid period.
• Domain registrations, renewals and transfers are non-refundable once processed, because they are paid to the registry immediately.
• Software licenses are non-refundable once activated.
• For hosting, email hosting and email marketing, if you are a consumer and cancel within the first 14 days of your first order, you can ask for a refund of that first payment by opening a ticket. Renewals and unused time after that are not refunded, unless the law requires it.

5. Your content and backups

• You keep all rights to the content you host with us. You are responsible for it being legal and for having the rights to use it.
• You are responsible for keeping your own backups. We take reasonable care of our servers, but unless your plan explicitly includes backups, we do not guarantee that data can be recovered after a failure, an attack or termination. Download copies of your important data regularly (cPanel offers a full backup download).

6. Acceptable use

You must follow our Acceptable Use Policy. In short: no spam, nothing illegal, no malware or phishing, and no use that harms our servers or other customers. Breaking it can lead to immediate suspension without refund.

7. Domain names

Domain names are registered through our registrar partner and are subject to the rules of the registry of each extension (for example ICANN rules for .com). The details you give for a domain may be published or shared as those rules require. It is your responsibility to renew domains on time; expired domains may be lost.

8. Availability and support

• We aim to keep services available at all times, but we cannot guarantee uninterrupted service. Maintenance, network issues and events outside our control can cause downtime.
• Support is provided by ticket and through the contact options on our website.

9. Limitation of liability

To the extent permitted by law, we are not liable for indirect damages such as lost profits, lost data or lost business. Our total liability for any claim is limited to the amount you paid us for the affected service in the 3 months before the claim. Nothing in these Terms limits liability that cannot be limited by law.

10. Changes to these Terms

We may update these Terms. The current version is always on this page, and we will notify you by email about important changes at least 14 days before they apply.

11. Governing law and contact

These Terms are governed by the laws of the Republic of Kosovo. If you are a consumer, you also keep the protection of the mandatory laws of your country of residence. Questions? Write to support@eltahost.com or open a ticket.