General Terms of Service

SN WHITE HOSTING – General Terms of Service

Effective date: October 24, 2026

1. WHAT THESE TERMS COVER

These General Terms of Service (the "Terms") govern the relationship between SN WHITE HOSTING, a brand of SN SOLUTIONS LLC ("SN WHITE HOSTING", "we", "us"), and any individual or legal entity (the "Customer", "you") who orders our services.

1.1. Documents that make up the contract

Your contract is made up of these Terms, the terms of the service you order and the general policies:

Terms for each service

• Web Hosting (shared, WordPress and email)
• Reseller Hosting
• VPS
• Dedicated Servers
• Game Servers
• Storage (StorageBox)
• Domains and SSL Certificates
• Software Licenses

General policies

• Cancellation, Refund and Withdrawal Policy
• Acceptable Use and Security Policy
• Abuse, Intellectual Property and DSA
• Privacy Policy, Cookie Policy and Data Processing Addendum
• Affiliate Program, if you take part in it

1.2. What prevails

If there is any contradiction, the terms of each service prevail over these Terms as regards that service. Nothing in these documents limits the rights the law gives consumers.

2. WHO PROVIDES THE SERVICE

The company you contract with depends on your region:

• Customers in the European Union: SN WHITE HOSTING S.L.
• Customers in the rest of the world: SN SOLUTIONS LLC.

For the region selected on the website, you contract with SN SOLUTIONS LLC (EIN: 32-0817400), with its address at 1209 Mountain Road Pl NE, STE N, Albuquerque, New Mexico, 87110, USA. Full details of both companies are in the Legal Notice.

3. GOVERNING LAW, JURISDICTION AND LANGUAGE

This contract is governed by the laws of the State of New Mexico, USA.

Any dispute shall be resolved in state or federal courts located in New Mexico, USA.

If you are a consumer, this choice does not deprive you of the protection given to you by the mandatory rules of your country of residence.

Language: you can order in Spanish or in English, and both versions of these documents are valid. If there is any difference between them, the English version prevails. If you are a consumer, you can always rely on the version in your language.

4. ORDERING

4.1. Who can order

To order you must be at least 18 years old and have the legal capacity to enter into contracts. If you order on behalf of a company, you confirm you are authorised to do so.

4.2. How to order

1. Choose the service and its options on the website; they are added to the cart in the client area (https://clients.snwhitehosting.com).
2. Log in or create an account with your contact and billing details, which must be accurate.
3. Review the order summary: services, period, price and taxes. Before paying you can correct any mistake by going back, changing the options or emptying the cart.
4. Expressly accept these Terms, the terms of the service and, if you are a consumer, the request for immediate activation described in section 15.
5. Complete payment with the method you chose.

The contract is concluded when we confirm the order. We will send you a confirmation email with the order details.

4.3. Contract records

The order, invoices and confirmation emails are stored in your client area, where you can view and download them at any time. These documents are published on this website with their effective date; if you need the version in force when you ordered, ask us and we will provide it.

5. YOUR ACCOUNT

• You must keep your contact and billing details up to date: we use them to tell you about renewals, incidents and changes.
• You are responsible for protecting your credentials and for the activity carried out from your account. We recommend turning on two-step verification where available.
• If you believe someone has accessed your account without permission, tell us immediately.

6. SERVICE PROVISION AND SUPPORT

• Support: we provide support by ticket 24 hours a day, every day. Critical incidents are prioritised if you mark the ticket as "URGENT".
• Scope: support covers the operation of the service ordered, according to its terms. Unless otherwise stated, it does not include web development, custom programming or administering third-party applications.
• Providers: to provide the services we use data centers and other providers. We are answerable to you for the service ordered, but not for services you order directly from third parties.
• Network and IPs: SN WHITE HOSTING operates its own autonomous system (ASN) and IP address ranges. The IP addresses assigned to your services remain ours and we may change or withdraw them if they are used abusively or for justified technical reasons, with prior notice except in urgent cases.

7. USE OF THE SERVICES

You must use the services lawfully and in accordance with the Acceptable Use and Security Policy. In particular, you may not use them for spam, phishing, malware, attacks, infringing third-party rights or any illegal activity. We may carry out technical monitoring of the network, within the limits of the law, to protect its integrity and the reputation of our IP addresses.

8. INVOICING, PAYMENTS AND TAXES

8.1. Invoicing

• Services are paid in advance, for the period chosen.
• We issue the renewal invoice 7 days before the due date and charge it automatically 2 days before using your saved payment method, if you have one. You can turn off automatic charges with a ticket.
• If a payment is not received on time, the service may be suspended and cancelled according to the periods in its terms: as a general rule, suspension 3 days after the due date and deletion of the data 10 days after. Dedicated servers and software licenses have their own periods.
• Outstanding debts may be claimed through legal channels, including the collection costs permitted by law.

8.2. Taxes

SN SOLUTIONS LLC is a company registered in the United States and does not charge VAT on its invoices. If you are a European Union business, you must account for VAT in your country under the reverse charge mechanism. You are responsible for any taxes that apply to the services in your country.

Prices are shown in euros. For tax questions about your situation, consult your adviser.

9. AVAILABILITY (SLA)

9.1. Commitment

We guarantee 99.95% monthly availability of the infrastructure of each service (servers, network and storage under our control), calculated for each calendar month:

Availability (%) = (minutes in the month − non-excluded downtime minutes) / minutes in the month × 100

9.2. Credits

If a service's availability in a month is below 99.95%, you can request a credit on that service's monthly fee:

• Credits are deducted from future invoices for the same service. They are not paid in cash, are not transferable and expire if the service is cancelled.
• The maximum credit per month is 25% of the affected service's monthly fee.
• Credits are the compensation for unavailability provided for in this SLA. If you are a consumer, they do not limit your legal rights for lack of conformity of the service.

9.3. How availability is measured

• Availability is determined by our monitoring records, verified by our technical team.
• Our status page shows indicative availability percentages. Monitoring systems may record outages that did not happen (false positives), for example due to a fault in the monitor itself, its network or a particular check. Those readings do not count as downtime: only real service interruptions confirmed in our records are taken into account.
• If you have your own records of the interruption, you can include them with your request and we will take them into account.

9.4. What does not count as downtime

The following are not considered unavailability:

• Scheduled maintenance announced at least 24 hours in advance, and urgent maintenance needed to fix a serious security flaw.
• Failures of the data center's power supply, cooling or network and of connectivity, transit or infrastructure providers outside our direct control.
• Internet problems outside our network: other operators' routes, cable cuts, failures of DNS providers, domain registries or third-party services (including game authentication services).
• Attacks against our network or your services (DDoS or others) and the measures needed to mitigate them.
• Force majeure: natural disasters, fires, floods, war, terrorism, pandemics, general strikes, decisions by authorities or widespread power or communications outages.
• Failures caused by you or by third parties with access to your service: configuration, code, updates, third-party software, malware or use above the plan's resources.
• The time to replace faulty hardware on dedicated servers, and failures of the server's own software on VPS, dedicated servers and game servers.
• Suspensions for non-payment, for breaching the Acceptable Use and Security Policy, for security risks or by order of an authority.
• Interruptions of less than 5 consecutive minutes.

9.5. How to request a credit

Open a ticket within 10 days of the incident, stating the affected service and the date, time and approximate duration of the interruption. We will check our records and reply to you. Where applicable, we will apply the credit to your next invoice for the service.

10. BACKUPS

The backups included with each service are described in its terms. Unless otherwise stated, they are an additional protection measure and do not replace your own backups. You are responsible for keeping independent copies of your important data.

11. SUSPENSION AND CANCELLATION BY US

We may suspend or cancel a service for:

• Non-payment, within the periods in its terms.
• Serious or repeated breach of these Terms or the Acceptable Use and Security Policy.
• Illegal activities, security risks or abuse affecting third parties or our network.
• An order from a competent authority or a legal obligation.

Except in urgent cases, where there is a risk to third parties or by order of an authority, we will let you know beforehand and give you the opportunity to fix the problem.

11.1. Harassment or abusive conduct

We do not tolerate harassment, threats, coercion, insults or intimidation directed at our staff, partners or representatives. In such cases we may cancel the services with 30 days' notice, during which they will remain active only so you can migrate your data.

12. LIMITATION OF LIABILITY

We are not liable for:

• Indirect damages, loss of profits or loss of revenue.
• Failures caused by external network, software or cloud providers outside our control.
• Data loss caused by your negligence, configuration errors, lack of backups or non-payment.
• Interruptions caused by your actions, malware or exceeding resource limits.

This limitation applies to the extent permitted by mandatory law and does not exclude rights or liabilities that cannot legally be limited, in particular towards consumers, or liability for wilful misconduct or gross negligence.

13. CHANGES TO THE SERVICES, PRICES AND THESE TERMS

We may change the features of the services, their prices or these documents. We will give you at least 15 days' notice by email or in the client area. Changes do not affect services already paid for the current period and, if you do not agree, you may cancel the affected services free of charge before they take effect.

14. PRIVACY, AUTHORITIES AND INTELLECTUAL PROPERTY

• We process your data according to the Privacy Policy. Data you host on your services is processed by us as a processor under the Data Processing Addendum.
• We cooperate with authorities and courts and give them data when the law requires it or there is a valid order. If we receive such a request, we will let you know unless the law prohibits it.
• You keep all rights to your content. We keep the rights to our brand, software and content; their use is governed by Abuse, Intellectual Property and DSA.
• You must comply with the laws of your country that apply to your activity and to contracting digital services.

15. CONSUMER PROTECTION

If you order as a consumer (an individual acting for purposes outside your trade, business or profession), you have the rights given to you by consumer protection law, which these Terms do not limit.

15.1. Right of withdrawal

You may withdraw from the contract within 14 calendar days of ordering, without giving a reason. Because services are activated immediately at your request:

• For hosting, VPS, game servers and storage, we refund what you paid minus the part proportional to the time the service was active.
• Domains, SSL certificates and software licenses are fully delivered when activated and, once activated, cannot be withdrawn from, as you acknowledge when ordering.
• Dedicated servers are only sold to businesses and professionals, so they are not subject to the right of withdrawal.

You can withdraw with the Withdraw from contract button, with a ticket from the client area or by email to legal@snwhitehosting.com. The procedure, how the refund is calculated and the model form are in the Cancellation, Refund and Withdrawal Policy.

15.2. Conformity of the service

We are liable for any lack of conformity of the services for as long as we provide them. If the service does not work as agreed, you are entitled to have it fixed and, if that is not possible, to a price reduction or to terminate the contract, as provided by law.

15.3. Complaints

You can make any complaint with a ticket from the client area or by email to legal@snwhitehosting.com. We will reply as soon as possible and in any case within one month. If you are not satisfied, you can contact the consumer services of your region or town.

15.4. Third-party software and content

We are not liable for third-party software or content you install or manage on your services, without prejudice to any liability that cannot legally be excluded.