Terms, Privacy & GDPR

Last updated: January 1, 2025

Please read these Terms and Conditions carefully before using the services offered by Neolo (hereinafter, "the Company"). By purchasing any of our services, you agree to be bound by these terms.

1. Acceptance of Terms

The use or purchase of any Neolo service implies full and unconditional acceptance of these Terms and Conditions. If you do not agree with any of the points set forth herein, we ask that you do not purchase or use our services.

2. Definitions

"Service": any product or solution offered by Neolo, including web hosting, domains, professional email, VPS, dedicated servers and related services.
"Customer": any individual or legal entity that purchases or uses Neolo services.
"Control Panel": the web interface through which the Customer manages their services.

3. Service Description

Neolo offers web hosting services, domain name registration and management, professional email, virtual private servers (VPS), dedicated servers, and complementary services. The specific features of each plan are detailed on the corresponding purchase page.

4. Account Registration

To use our services, the Customer must create an account providing truthful, complete, and up-to-date information. The Customer is responsible for maintaining the confidentiality of their access credentials and all activities performed under their account.

5. Payments and Billing

Service prices are expressed in the local currency indicated at the time of purchase. Payment is made in advance through the methods available in the checkout process. Neolo will issue invoices or receipts in accordance with the applicable tax regulations in each country.

6. Renewals and Cancellations

Services renew automatically at the end of the contracted period, unless the Customer requests cancellation at least 72 hours in advance through the Control Panel or via a support ticket. Cancellation does not entitle a refund for the unused period, except as stated in the Refund Policy.

7. Refund Policy

Neolo offers a 30-day money-back guarantee for new shared hosting plans. If the Customer is not satisfied, they may request a full refund within that period. Registered domains, renewals, third-party services, and VPS or dedicated plans are not subject to this refund guarantee.

8. Acceptable Use

The Customer agrees to use Neolo services in a legal, ethical manner and in accordance with applicable regulations. The Customer is solely responsible for the content published, stored, or transmitted through the contracted services.

9. Prohibited Uses

The following are expressly prohibited:

• Distributing malware, spyware, ransomware, or other malicious software.
• Sending spam or unsolicited bulk emails.
• Hosting or distributing illegal content, including material that infringes copyright or constitutes child pornography.
• Conducting denial-of-service (DDoS) attacks or unauthorized access attempts to computer systems.
• Mining cryptocurrencies without Neolo's express authorization.
• Reselling Neolo services without the appropriate reseller plan.

10. User Content

The Customer retains ownership of all content hosted on Neolo services. By purchasing the service, the Customer grants Neolo a limited, non-exclusive license to host, store, and transmit such content solely for the purpose of providing the service.

11. Service Availability

Neolo commits to providing 99.9% monthly uptime for shared and premium hosting services. Scheduled maintenance will be notified at least 24 hours in advance.

12. Security

Neolo implements reasonable security measures to protect the shared infrastructure. However, the Customer is responsible for keeping their applications updated, using strong passwords, and maintaining their own additional backups.

13. Backups

Neolo performs periodic infrastructure backups as part of its internal policy. However, these backups do not replace the Customer's obligation to maintain their own backup copies. Neolo does not guarantee the availability or integrity of backups and assumes no liability for data loss.

14. Intellectual Property

The brand, logo, website design, and all content created by Neolo are the property of the Company and are protected by intellectual property law. The Customer may not reproduce, distribute, or modify such content without prior written authorization from Neolo.

15. Privacy and Data Protection

The processing of the Customer's personal data is governed by Neolo's Privacy Policy, which is an integral part of these Terms and Conditions.

16. Communications

Neolo may send the Customer service-related communications (invoices, expiration notices, technical notifications) to the email address registered in the account.

17. Service Changes

Neolo reserves the right to modify, expand, or discontinue any feature of its services with reasonable prior notice. Changes that result in a substantial reduction of service will be notified at least 30 days in advance.

18. Suspension and Termination

Neolo may suspend or cancel a Customer's service without prior notice in the event of: breach of Terms and Conditions, non-payment, fraudulent activities, or conduct that jeopardizes the infrastructure or other customers.

19. Limitation of Liability

To the maximum extent permitted by applicable law, Neolo shall not be liable for indirect, incidental, special, or consequential damages. Neolo's total liability to the Customer shall in no event exceed the amount paid for the service in the 12 months preceding the event giving rise to the claim.

20. Indemnification

The Customer agrees to indemnify and hold harmless Neolo, its officers, employees, and partners from any claim, damage, loss, or expense arising from the Customer's breach of these Terms or misuse of the services.

21. Force Majeure

Neolo shall not be liable for failure to perform its obligations when such failure results from circumstances beyond its reasonable control.

22. Assignment

The Customer may not assign, transfer, or sublicense their rights or obligations under these Terms without Neolo's prior written consent.

23. Modifications to Terms

Neolo may update these Terms and Conditions at any time. Changes will be notified to the Customer by email and/or via a visible notice in the Control Panel at least 15 days before taking effect.

24. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of the country in which the Customer has contracted the service. Any dispute arising from their interpretation or application shall be submitted to the competent courts of that jurisdiction.

25. Contact

For any questions related to these Terms and Conditions, please contact Neolo through the ticketing system available in your Control Panel or at support@neolo.com.

Last updated: January 1, 2025

At Neolo, we are committed to protecting your privacy. This Privacy Policy describes how we collect, use, store, and share your personal data when you use our services.

1. Data Controller

The data controller for your personal information is Neolo, a company dedicated to providing web hosting and related services. For any privacy inquiries, please contact us at privacy@neolo.com.

2. Data We Collect

We collect the following types of information:

• Identification data: name, surname, identity document (when required by local law).
• Contact data: email address, phone number, postal address.
• Billing data: tax address, information required for invoice issuance.
• Usage data: access logs, IP address, browser, pages visited within the Control Panel.
• Technical data: files stored on our servers as part of the contracted service.

3. Purpose of Processing

We use your personal data to: provide and manage contracted services; process payments and issue invoices; send service-related communications; improve our services and user experience; comply with legal and tax obligations; send commercial communications, always with your consent.

4. Your Rights

Under applicable law, you have the right to: access, rectification, erasure, objection, restriction, and portability of your data. To exercise any of these rights, send an email to privacy@neolo.com.

5. Data Retention

We retain your personal data for as long as necessary to provide the service and, in any case, for the periods required by applicable tax and legal regulations. Once the contractual relationship ends, your data will be blocked and subsequently deleted or anonymized.

6. Sharing with Third Parties

Neolo does not sell or rent your personal data to third parties. We may share your data with technology and payment service providers under confidentiality agreements, and with competent authorities when required by law.

7. Cookies

Our website uses first-party and third-party cookies to improve navigation, analyze traffic, and offer personalized content. You can manage your cookie preferences through the cookie banner or your browser settings.

8. Changes to this Privacy Policy

We may update this Privacy Policy to reflect changes in our practices or applicable regulations. We will notify any material changes by email or via notice in the Control Panel at least 15 days in advance.

Last updated: January 1, 2025

If you are a resident of the European Economic Area (EEA), this section applies to you under Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR).

1. Data Controller

Neolo acts as the data controller for the personal data you provide to us. If you have questions about how we handle your data or wish to exercise your GDPR rights, please contact us at privacy@neolo.com.

2. Legal Bases for Processing

The processing of your data is based on the following legal grounds under Article 6 of the GDPR:

• Performance of a contract (Art. 6.1.b): when processing is necessary for the provision of the services you have contracted.
• Compliance with a legal obligation (Art. 6.1.c): when the law requires us to process certain data.
• Legitimate interest (Art. 6.1.f): for fraud prevention, infrastructure security, and service improvement.
• Consent (Art. 6.1.a): for sending commercial communications and using non-essential cookies.

3. Your Rights under the GDPR

As a data subject, you have the following rights recognized under the GDPR:

• Right of access (Art. 15): request a copy of your personal data.
• Right to rectification (Art. 16): correct inaccurate or incomplete data.
• Right to erasure (Art. 17): request deletion of your data (“right to be forgotten”).
• Right to restriction of processing (Art. 18): request that we restrict processing in certain circumstances.
• Right to data portability (Art. 20): receive your data in a structured, commonly used, machine-readable format.
• Right to object (Art. 21): object to processing based on legitimate interest or for direct marketing purposes.
• Rights related to automated decision-making (Art. 22): not to be subject to decisions based solely on automated processing that produce legal effects concerning you.

To exercise any of these rights, send your request to privacy@neolo.com. We will respond within a maximum of 30 calendar days. If you believe that the processing of your data violates the GDPR, you have the right to lodge a complaint with the supervisory authority competent in your Member State.

4. International Data Transfers

When your data is transferred outside the EEA, we ensure that adequate safeguards are in place, such as Standard Contractual Clauses approved by the European Commission or other GDPR-recognized transfer mechanisms.

5. Data Retention Period

We retain your personal data for as long as necessary to fulfil the purposes described in this policy and, at a minimum, for the periods required by applicable tax and accounting regulations. After that period, your data will be securely deleted or anonymized.

6. Data Protection Officer

Although regulations do not formally require us to appoint a Data Protection Officer, we have designated an internal privacy officer who can be reached at privacy@neolo.com for any questions related to the processing of your personal data.