General Terms & Conditions (GTC)

Effective date: 23 August 2025

Table of Contents

1. Article I – General provisions and definitions
2. Article II – Orders and contract formation
3. Article III – Cancellation & withdrawal (consumers)
4. Article IV – Domain registration & renewal
5. Article IVa – SSL certificates
6. Article V – Web hosting, server hosting & housing
7. Article Va – WordPress plugins & software licenses
8. Article Vb – SEO hosting & SEO tools/services
9. Article VI – Fees, invoicing & payments
10. Article VII – Prepaid credit
11. Article VIII – Data backups & restoration
12. Article VIIIa – Support & service levels
13. Article IX – Privacy & data protection
14. Article X – Acceptable Use, security & IP claims
15. Article XI – Third‑party services & dependencies
16. Article XII – Consumer ADR/ODR
17. Article XIII – Term, suspension & termination
18. Article XIV – Limitation of liability
19. Article XV – Governing law & jurisdiction
20. Article XVI – Changes to these GTC
21. Article XVII – Contact

Article I – General provisions and definitions

These General Terms and Conditions (the “GTC”) govern the provision of services by the Provider through the portal www.webluma.net within the European Union. The GTC enter into force on the effective date stated above and apply to services ordered via the website, client area or e‑mail.

“Customer” means a natural or legal person who orders services electronically via the website/e‑mail and to whom the Provider supplies services under a contract concluded in accordance with these GTC. Where the Customer is a consumer within the meaning of §52(3) of Act No. 40/1964 Coll. Civil Code (as amended), the consumer provisions of Slovak and EU law apply in addition to these GTC.

Unless expressly regulated herein, relations between the Provider and the Customer are governed by applicable Slovak law, in particular Act No. 513/1991 Coll. Commercial Code (as amended) and, where relevant, Act No. 40/1964 Coll. Civil Code (as amended), Act No. 250/2007 Coll. on Consumer Protection, and Act No. 102/2014 Coll. on the protection of consumers in distance/off‑premises contracts. Mandatory consumer rights remain unaffected by these GTC.

Article II – Orders and contract formation

1. The validity of an electronic order requires truthful and complete completion of the order form. The Customer is responsible for accuracy of all data supplied; the Provider is not liable for delays or damages caused by incorrect or incomplete data or by disclosure of access credentials to third parties.
2. An order constitutes an offer to conclude a contract. The contract is formed upon the Provider’s explicit confirmation sent to the Customer’s e‑mail address specified in the order. If no confirmation is sent, no contract is concluded.
3. Essential order elements include: (i) Customer identification (business name or name, address/registered office, ID, VAT ID, contact e‑mail/phone), (ii) the service name (e.g., domain, hosting plan, plugin license), and (iii) the quantity/period (e.g., number of years for a domain).
4. If an order is incomplete, the Provider may request completion. Upon receipt of the required data, the order becomes complete.
5. Early performance & digital content: The Customer may request or consent to immediate performance (e.g., domain submission, SSL issuance, service activation, delivery of a plugin/license key). By requesting immediate performance, the Customer acknowledges that once the service is fully provided or the digital content/license key is delivered, the right of withdrawal (for consumers) is lost, where permitted by law.

Article III – Cancellation & withdrawal (consumers)

1. The Customer may cancel an order at any time before binding confirmation by the Provider.
2. If the Customer is a consumer, they may withdraw from a distance contract within 14 days, unless an exception applies under applicable law.
3. Exceptions (illustrative): (a) services fully performed with the consumer’s prior express consent and acknowledgment of loss of withdrawal right upon full performance; (b) supply of digital content not supplied on a tangible medium after delivery has begun with prior express consent and acknowledgment of loss of withdrawal right; (c) domain registrations/renewals and SSL certificate issuance once submitted to a registry/certificate authority; (d) bespoke configurations at the consumer’s request.
4. To exercise withdrawal, the consumer must send an unambiguous statement within the statutory period to support@webluma.net. The Provider will confirm receipt on a durable medium.
5. Where withdrawal is valid, the Provider will refund payments received (minus any proportionate amount for services already provided at the consumer’s request before withdrawal) without undue delay and no later than 14 days from notice, using the same means of payment unless agreed otherwise. Fees paid to registries/issuers (e.g., domain/SSL) are non‑refundable once processing began.

Article IV – Domain registration & renewal

1. Upon receipt of a duly completed order and payment according to the price list, the Provider will submit the domain registration/renewal request without undue delay (typically by the next business day).
2. Fees for successful registration/renewal are non‑refundable. Orders may be cancelled only before submission to the registry. Registration operates on a first‑come, first‑served basis; the Provider cannot guarantee availability.
3. The Customer must provide accurate and complete data and, if required by a registry, supporting documents. Failure to respond within 5 days may result in cancellation; in such case, the Provider refunds the fee minus a flat cost of €6 incl. VAT.
4. The Provider is not liable where simultaneous requests by different registrars cause the domain to be registered to a third party. In such case the fee is refunded.
5. The Customer is solely responsible for ensuring that the requested domain does not infringe third‑party rights (e.g., trademarks). Upon credible notice of infringement risk, the Provider may suspend or disable the domain service and inform the Customer.
6. Renewal payments must be made by the due date stated on the proforma/invoice. Late payments may result in expiration; emergency restoration (if supported by the registry) may be offered at higher fees and is not guaranteed.
7. If the renewal fee is unpaid by expiration, the Provider’s obligations regarding the domain cease. The domain’s further status is then governed by the applicable registry rules.

Article IVa – SSL certificates

1. The Provider resells/mediates SSL certificates issued by third‑party Certificate Authorities (CA). Issuance depends on successful validation by the CA (DV/OV/EV as applicable).
2. Fees for issuance/renewal are non‑refundable once the order is submitted to the CA. Re‑issues follow the CA’s rules.
3. The Customer is responsible for CSR/key generation, correct installation, and maintenance unless an installation service is explicitly purchased.
4. The Provider is not liable for non‑issuance due to failed validation or for security incidents arising from misconfiguration, key compromise, outdated server software, or third‑party failures.

Article V – Web hosting, server hosting & housing

1. Hosting services are provisioned after a properly completed order is received. The Provider will start processing without undue delay (typically next business day).
2. The Customer is responsible for the technical correctness of their website/applications and for the accuracy of outputs on client devices.
3. Resources & fair use. Disk space and other resources are limited by the selected plan. “Unlimited” refers only to normal, reasonable use directly related to public website operation; using hosting as a generic backup/archive or for bulk file distribution is prohibited. The Provider may set a technical cap of up to 1,000,000 files per shared hosting account and may remove non‑website data.
4. Prohibited content/uses. The Customer must not host content unlawful under Slovak/EU law or contrary to good morals; must not operate spam services, malware/phishing, public spam tools, or activities that excessively burden servers or databases. On credible suspicion or breach, the Provider may suspend services immediately without refund and claim damages.
5. Service availability. The Provider will use commercially reasonable efforts to ensure continuity. Planned maintenance and brief technological operations (e.g., reboots under 5 minutes) are excluded from availability calculations. Credits for unplanned unavailability of shared web hosting are provided as service time extensions proportionate to the outage, up to: (i) a maximum of 3 months where any single outage is under 12 hours, or (ii) a maximum of 12 months where any single outage exceeds 12 hours. Credits apply only to prepaid, active services and exclude e‑mail/database servers, customer virtual servers and server housing. Credits are not cash and are the sole remedy for availability issues.
6. If the Customer no longer wishes to use the service, they must notify the Provider by e‑mail or in writing before the end of the prepaid period.
7. The Provider may reasonably adjust or improve service features to maintain security, performance or compliance.
8. No data archiving. Hosting is not intended for off‑site archiving. Storing files/e‑mails/databases for domains not actively operated on the Provider’s servers for more than 14 days may be deleted.

Article Va – WordPress plugins & software licenses

1. License. Plugins and software (the “Software”) are provided under the license presented at purchase. Unless explicitly marked GPL, licenses are proprietary, non‑exclusive, non‑transferable, and limited to the number of sites/activations purchased.
2. Delivery. Delivery occurs when download access and/or a license key is provided to the Customer’s account/e‑mail.
3. Updates & compatibility. During the active license/subscription term, the Customer receives updates and security fixes. The Provider does not guarantee perpetual compatibility with all WordPress, PHP or third‑party components. The Customer is responsible for backups and testing updates.
4. Support scope. Standard support covers installation, activation and defects in the Software. Customization, third‑party conflicts, theme edits, or performance tuning are outside standard scope unless a paid support plan is purchased.
5. Prohibitions. Except where allowed by license (e.g., GPL), redistribution, resale, public sharing of license keys, or removal of attribution/ownership notices is prohibited.
6. Refunds. Due to the nature of digital content, refunds are not provided once the Software/license key has been delivered, except where required by law. For consumers, if download/delivery began with prior express consent and acknowledgment of loss of withdrawal right, the right to withdraw no longer applies after delivery.
7. Conflicts. The Provider is not liable for incompatibilities with third‑party plugins/themes/hosting environments.

Article Vb – SEO hosting & SEO tools/services

1. SEO‑optimized hosting and any SEO tools/advisory provided by the Provider aim to facilitate technical best practices only.
2. No ranking guarantees. Results in search engines depend on numerous external factors beyond the Provider’s control. No guarantee of rankings, traffic, conversions or revenue is given.
3. The Customer must comply with search engine guidelines. The Provider may suspend services used for manipulative, abusive or illegal SEO practices.

Article VI – Fees, invoicing & payments

1. Fees are as per the current price list published on www.webluma.net.
2. Domains/SSL. Fees are typically annual (or multi‑year) and non‑refundable after submission to the registry/CA.
3. Hosting. Billed monthly/quarterly/semi‑annually/annually in advance unless agreed otherwise. Upon early termination by the Customer, unused prepaid periods may be refunded pro‑rata minus a handling fee of €36 incl. VAT (€30 excl. VAT) covering administrative/technical closure.
4. Advance invoices may be issued; a tax document is sent within 15 days of payment (electronic delivery permitted). The Customer is responsible for maintaining a functioning e‑mail address in the client area.
5. The Provider is not obliged to send payment reminders and is not liable for damages from non‑payment (e.g., service suspension, domain expiration). Payments must be credited in full to the correct account with correct identifiers by the due date.
6. For international payments, all bank fees on both sides are borne by the Customer to ensure full invoiced amounts are received.
7. On late payment, the Provider may send reminders and set an additional deadline. Reminder and collection costs are borne by the Customer if they are at fault. Statutory/default interest of 0.05% per day may be charged. If arrears exceed 7 days, the Provider may suspend/cancel services until full settlement; reactivation fees may apply per the price list.
8. All services under one client account are deemed to one Customer who must keep billing/contact data accurate. Unjustified frequent changes are not allowed; changes are permitted only for legitimate reasons (e.g., move, name change, company transformation).

Article VII – Prepaid credit

1. The Customer may deposit any amount (minimum €30) as prepaid credit to pay future invoices automatically where enabled.
2. Unused credit may be refunded by bank transfer in EUR subject to a handling fee of 5% of the refunded amount, minimum €18 incl. VAT (EU accounts) or €30 incl. VAT (non‑EU accounts). If the handling fee exceeds remaining credit, no refund is due.
3. Credit should be used or a refund requested within 3 years from the last deposit; otherwise it forfeits to the Provider without compensation.

Article VIII – Data backups & restoration

1. Backups may be scheduled by the Customer in the client area (intervals from 1–14 days). Backups are full snapshots, not incremental.
2. Up to 10,000 MB per month per hosting service is free; higher volumes are charged per the current price list.
3. Backup invoices are issued monthly (minimum billing threshold €12 incl. VAT; smaller amounts may roll over).
4. Restorations from backups created within the previous 14 days may be requested; restoration fees may apply. Restorations are processed on business days 07:30–16:00 in the order received.
5. If restoration is impossible due to backup failure, the Customer is entitled to a refund of the last month’s backup fee. The Provider is not liable for other damages resulting from backup/restore failures.
6. Backup obligations do not apply where data sizes exceed: 10,000 MB on FTP, 10,000 MB on mail servers, or 3,000 MB on database servers, or where backup debts are overdue.

Article VIIIa – Support & service levels

1. Support channels: e‑mail/ticket via support@webluma.net. Phone support may be available for premium plans.
2. Standard support includes assistance with account access, billing, basic configuration, and incident reporting. Custom development, site design, SEO strategy, or third‑party debugging are out of scope unless purchased separately.
3. Unless a specific SLA is purchased, response times are on a best‑effort basis during business hours. For security emergencies, the Provider may act without prior consent to protect infrastructure.

Article IX – Privacy & data protection

Personal data processing necessary for contract performance is described in our Data Protection document. It explains what data we collect, legal bases, retention, recipients (including registries, CAs, payment processors, and infrastructure providers), international transfers (if any), and your rights (access, rectification, erasure, restriction, portability, objection). For business Customers acting as controllers, a Data Processing Agreement (DPA) may be provided on request to govern processing performed by the Provider as processor.

Article X – Acceptable Use, security & IP claims

1. Security testing (e.g., penetration testing, vulnerability scans) against the Provider’s systems without written consent is prohibited. Automated scraping or attempts to overload/disrupt services are forbidden.
2. The Customer must not attempt to access others’ accounts, bypass technical measures, or exploit system errors. Any discovered vulnerabilities must be reported to the Provider without delay.
3. On receipt of a credible IP/copyright complaint (e.g., takedown notice), the Provider may disable access to disputed content pending resolution and notify the Customer.
4. The Provider may interrupt or suspend services (temporarily or permanently) for maintenance, security, legal compliance, or AUP violations. The Provider is not liable for damages from temporary or permanent unavailability of its website or applications in such cases.

Article XI – Third‑party services & dependencies

Some services depend on third parties (domain registries, CAs, data centers, network providers, software vendors including WordPress and plugin/theme repositories). The Provider is not responsible for failures or changes in such third‑party services, policies, or pricing. Where feasible, the Provider will inform the Customer of material changes affecting the service.

Article XII – Consumer ADR/ODR

If the Provider rejects a consumer’s request to remedy a breach of consumer rights, or fails to reply within 30 days, the consumer may contact a relevant Alternative Dispute Resolution (ADR) entity. The EU Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr. A list of ADR entities and further information is available from the Slovak Ministry of Economy. This provision does not limit the consumer’s statutory rights.

Article XIII – Term, suspension & termination

1. These GTC apply for the duration of the Customer’s use of the services. The Provider may immediately suspend or terminate services for material breach (including AUP violations, non‑payment, fraud, IP infringement).
2. Upon termination, the Provider may delete the Customer’s data after any applicable statutory period. The Customer is responsible for timely backups and migration prior to termination.
3. Clauses which by their nature should survive termination (e.g., payment obligations, IP, disclaimers, limitation of liability, governing law) shall survive.

Article XIV – Limitation of liability

1. To the maximum extent permitted by law, the Provider’s aggregate liability arising out of or related to the services is limited to the total fees paid by the Customer to the Provider for the affected service during the 12 months preceding the event giving rise to liability.
2. The Provider is not liable for indirect, incidental, special, consequential or punitive damages (including lost profits, revenue, data, business, goodwill), even if advised of the possibility.
3. Nothing in these GTC limits liability where such limitation is prohibited by law.

Article XV – Governing law & jurisdiction

These GTC and any disputes arising out of or in connection with them are governed by the laws of the Slovak Republic. If the Customer is a business, the parties agree to the local jurisdiction of the court having authority over the Provider’s registered office. Mandatory consumer jurisdiction rules remain unaffected.

Article XVI – Changes to these GTC

The Provider may amend these GTC to reflect legal, technical or business changes. The current version is published on www.webluma.net. Material changes will be notified via the website or e‑mail before taking effect. Changes do not affect rights and obligations accrued before the effective date of the new version.

Article XVII – Contact

For any questions regarding these GTC or our services, please contact support@webluma.net.

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