Terms and Conditions

1. General Information

Zelora is a Spanish platform dedicated to providing hosting services for online services, including game servers and other digital services.

By purchasing any of our services, the Customer agrees to these Terms and Conditions, as well as any specific policies and conditions that may apply to the purchased service.

In accordance with applicable regulations, the services are provided by:

Paid services are purchased through Zelora's customer area and billing platform (billing.zelora.es), where the available plans, their features, prices and applicable taxes are shown before payment. This website does not manage customer accounts or process payments.

The services are intended for persons with legal capacity to enter into contracts. Minors may only purchase through their legal representatives. Processing data of children under 14 requires the consent of the holder of parental responsibility.

• Legal owner: Juan Manuel Sanchez Magdaleno
• NIF: 46733333R
• Registered address: C/ Salvador Ferré nº 2, Local 2, 43810 El Pla de Santa Maria (Tarragona), Spain
• Contact: [email protected]

2. Acceptable Use of the Service

The Customer agrees to use Zelora's services lawfully, responsibly, and in accordance with applicable laws, these Terms and Conditions, and the rights of third parties.

It is prohibited to use the services to host, distribute, transmit, facilitate, or promote unlawful, fraudulent, or harmful content or activities that may cause damage to Zelora, other customers, or third parties.

• Sending mass spam or unsolicited communications is prohibited.
• DDoS attacks, intrusion attempts, malicious scanning, or any other activity intended to compromise systems or networks are prohibited.
• Hosting malware, ransomware, phishing content, botnets, or other tools intended for unlawful activities is prohibited.
• Using the services to infringe intellectual property rights, image rights, privacy rights, or other legitimate rights of third parties is prohibited.
• Using the services for activities that may endanger Zelora's infrastructure or the availability of services for other customers is prohibited.

The Customer is responsible for any content they store, publish, distribute, or manage through the purchased services and for any consequences arising from their use.

As the resources of each node are shared between multiple customers, the Customer shall avoid manifestly disproportionate or sustained use of CPU, memory, storage, input/output operations or network that degrades other users' service, as well as running processes unrelated to the purpose of the purchased service, such as cryptocurrency mining.

In the event of excessive use, Zelora will apply proportionate, graduated measures: it may warn the Customer, technically limit consumption, or propose moving to a plan with adequate resources. Immediate suspension is reserved for the risk scenarios set out in clause 7.

3. Payments and Renewals

Zelora's services are billed in advance according to the billing period selected by the Customer.

The service may renew automatically when this option has been enabled by the Customer and provided that the available payment method allows the corresponding charge to be processed.

In the event of non-payment, Zelora may temporarily suspend the service until the outstanding amount has been settled.

If non-payment continues for an extended period, Zelora may terminate the service and, where applicable, delete the associated data after the retention period communicated to the Customer has expired.

The applicable prices are those published on the website at the time of purchase, except in cases of obvious errors or specific terms expressly agreed upon.

Published prices include applicable VAT. Zelora will issue the corresponding invoices for purchased services in accordance with applicable invoicing legislation.

4. Intellectual Property

Zelora may display visual content, names, trademarks, or references related to third-party video games and other products solely for informational or illustrative purposes.

Zelora does not claim any ownership rights over trademarks, video games, logos, images, or other content belonging to third parties. All rights remain with their respective owners.

All original content on the Zelora website, including text, logos, graphics, design, code, and other proprietary materials, belongs to Zelora or is used with the appropriate authorization.

Reproduction, distribution, modification, or exploitation of Zelora's proprietary content without prior authorization is prohibited, except where permitted by applicable law.

The Customer retains all rights over content hosted on their services, such as worlds, configurations, their own add-ons and other files. The Customer grants Zelora only the authorization necessary to host, transmit, technically reproduce and generate operational copies of such content for the purpose of providing the purchased service.

The use of third-party software required for the service, such as Minecraft software, is also governed by its own licenses. Where applicable, acceptance of those licenses (for example, the Minecraft EULA) will be requested during the checkout process.

5. Right of Withdrawal

Where the Customer qualifies as a consumer, they may withdraw from the contract within 14 calendar days of its conclusion, in the cases and under the conditions established by applicable law.

During the checkout process, the Customer may expressly request that the provision of the service begin immediately after purchase and before the statutory withdrawal period has expired.

If the Customer has expressly requested immediate commencement of the service and subsequently validly exercises their right of withdrawal, Zelora may charge the proportional amount corresponding to the service actually provided up to the date on which the Customer communicates their decision to withdraw, in accordance with applicable law.

Where the law provides for the exclusion of the right of withdrawal because the service has been fully performed, Zelora will inform the Customer of this circumstance in advance and obtain any consent and acknowledgment legally required.

Exercising the right of withdrawal does not affect any other rights the Customer may have under applicable law.

Withdrawal may be communicated through the customer area or by email to the contact address stated in these Terms. Zelora will refund the corresponding amounts within a maximum of 14 calendar days from the communication of withdrawal, using the same means of payment unless expressly agreed otherwise.

6. Changes to the Terms

Zelora may modify these Terms and Conditions when necessary due to legal, technical, commercial, or service-related changes.

Changes will be published on this website and, where appropriate, communicated to the Customer with reasonable advance notice.

Changes will not affect situations that have already occurred where applicable law provides otherwise.

Where an amendment materially and adversely affects the terms of the purchased service, the Customer may terminate the contract. Any prepaid, unused portion of the service following termination will be governed by these terms and applicable law.

7. Suspension and Termination of Service

Zelora may temporarily suspend a service when necessary to protect its infrastructure, perform maintenance, investigate suspected abuse, address a security incident, or where the Customer has breached these Terms and Conditions.

Where circumstances permit, Zelora will attempt to notify the Customer before suspending a service.

In situations involving an immediate risk to the security or infrastructure of Zelora, other customers, or third parties, suspension may take place without prior notice.

A service may be permanently terminated due to a serious breach of these Terms and Conditions, non-payment, a request from the Customer, or expiration of the purchased service, in accordance with the applicable conditions.

When a service is terminated, the Customer is responsible for downloading and retaining their own data before the available recovery period expires.

Suspension or termination resulting from a breach by the Customer will not entitle the Customer to a refund for unused service periods, without prejudice to any rights that cannot legally be waived.

The specific data retention and recovery periods applicable to each scenario will be those communicated to the Customer in the customer area or in the service description. Once those periods have expired without the Customer recovering their data, the data may be permanently deleted.

For free plans, the provisions of the Service Level Agreement on inactivity and high-load interruptions will additionally apply.

8. Backups and Data Loss

Unless expressly stated otherwise for the purchased service, Zelora does not guarantee the existence of backups of the Customer's data.

The Customer is responsible for maintaining independent backups of their files, configurations, databases, and any other content they consider important.

Where Zelora offers backup services, their features, frequency, retention period, and conditions will be those specified in the relevant service description.

The existence of a backup system does not relieve the Customer of the responsibility to maintain their own backups where the nature of their data requires it.

Paid backup options offered during checkout act as an add-on to the service and are governed by the description shown in the configurator and in the customer area.

9. Service Availability and Maintenance

Zelora will endeavor to keep its services continuously available and operational in accordance with the SLA applicable to the purchased service.

The service may experience temporary interruptions due to maintenance, updates, technical incidents, provider failures, connectivity issues, attacks, or other circumstances beyond Zelora's reasonable control.

Where possible, Zelora will attempt to perform scheduled maintenance while minimizing its impact on services.

The public status page displays monitoring of Zelora's infrastructure for information purposes and does not by itself constitute the contractual measure of each purchased service's availability, which will be verified as provided in the SLA.

10. Liability

The Customer is responsible for their use of the purchased services, as well as for any content, applications, and data they host or manage through them.

Zelora will not be responsible for damages resulting from improper use of the service by the Customer, configurations made by the Customer, or third-party content or applications installed by the Customer.

Zelora will not be responsible for interruptions or incidents caused by circumstances that it cannot reasonably control, without prejudice to any rights granted to the Customer under applicable law.

Nothing in these Terms is intended to limit or exclude any rights or liabilities that cannot legally be limited or excluded.

11. Data Protection

Personal data processed by Zelora will be handled in accordance with the General Data Protection Regulation (GDPR), Spanish Organic Law 3/2018, and other applicable data protection legislation.

Detailed information about the processing activities carried out by Zelora is available in our Privacy Policy.

Where the Customer uses Zelora's services to host or process personal data on their own behalf, Zelora may act as a data processor where required by applicable law.

Where necessary, the parties will enter into an appropriate Data Processing Agreement containing the provisions required by applicable law.

12. Content and Abuse Notifications

If Zelora receives a notification concerning allegedly unlawful, infringing, or prohibited content, it may investigate the matter and take reasonable and legally appropriate measures.

Depending on the nature and severity of the incident, Zelora may request additional information from the Customer, temporarily restrict access to the content, or suspend the service.

Any measures taken will take applicable legal obligations into account and, where possible, the Customer will be informed of the action taken and the reasons for it.

Zelora provides hosting services. Notifications concerning allegedly unlawful content will be handled in accordance with the legislation applicable to this category of services, which may include removing the content or disabling access where legally appropriate.

A Customer affected by a measure may submit observations through the support channels, which will be considered before a final decision is adopted where circumstances permit.

13. Cancellations and Refunds

Amounts paid for service periods that have already started are not refundable merely because the Customer stops using the service, except where applicable law provides otherwise.

Services that have been suspended, cancelled, or terminated as a result of a breach of these Terms and Conditions, including abusive, unlawful, fraudulent, malicious activity, or activity that compromises the security, stability, or availability of Zelora's infrastructure or third parties' infrastructure, are not eligible for a refund.

This exclusion refers to Zelora's commercial refund policy and applies without prejudice to any mandatory rights that cannot legally be waived by the Customer.

Where a refund is legally required, it will, whenever possible, be issued using the same payment method used for the original purchase.

This clause is without prejudice to the right of withdrawal set out in clause 5, which is governed by its own rules, including the statutory refund periods.

14. Communications

The Customer agrees to receive communications necessary to manage their account and purchased services, including notices relating to payments, renewals, incidents, security, maintenance, and material changes to the service terms.

Communications may be sent by email, through the customer area, or through other contact details provided by the Customer.

Commercial communications by electronic means will only be sent where there is a legal basis for doing so, and each message will offer a simple, free means of objecting to receiving further messages.

15. Governing Law and Dispute Resolution

These Terms and Conditions are governed by Spanish law, without prejudice to mandatory provisions that may apply to the Customer based on their status or place of residence.

In the event of a dispute, the parties will attempt to resolve the matter amicably before resorting to the courts.

Where the Customer qualifies as a consumer, the competent courts will be those determined by the mandatory consumer protection rules applicable to the Customer.

Where the Customer acts as a business or professional, jurisdiction will be determined in accordance with applicable law.

16. Severability

If any provision of these Terms and Conditions is declared invalid, unlawful, or unenforceable, that provision will apply to the maximum extent permitted by applicable law and the remaining provisions will remain fully effective.

17. Contact and Complaints

For any questions, incidents, or complaints relating to the services or these Terms and Conditions, the Customer may contact Zelora through the contact channels indicated on the website.

Zelora makes official complaint sheets (hojas de reclamaciones) available to its customers, which may be requested through the contact address stated in these Terms. Complaints will be answered as soon as possible and, in any event, within a maximum of one month from submission.

If the response is not satisfactory, the Customer may contact the municipal or county consumer information office corresponding to them, the Catalan Consumer Agency (Agència Catalana del Consum), or consult the information available at consum.cat.